Network and Technology Operations Analyst (m/f/d)

Arctic Wolf Frankfurt

Stellenbeschreibung:

Overview

Network and Technology Operations Analyst (m/f/d) – Frankfurt, Germany

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About Arctic Wolf

At Arctic Wolf, we're redefining the cybersecurity landscape. Our global Pack members drive innovation and set industry standards. We have earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently received the 2024 CRN Products of the Year award. We are named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earned a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that is leading and shaping the future of security operations.

Our mission is simple: End Cyber Risk. We’re looking for a Network and Technology Operations Analyst (Customization Journey) to help make this happen.

About the Role

Arctic Wolf is hiring a Network and Technology Operations Analyst (Customization Journey). The Network and Technology Operations Analyst (Customization Journey) manages incoming operational issues and collaborates with the Security Services team to provide post-incident remediation activities.

Responsibilities

Drive optimization of customers environments post onboarding to establish a baseline security posture to start the customer on their security journey.
Work closely with customers to create a basic configuration and educate the customer on the use of the platform.
Remediate missing or incorrectly configured elements of the platform to ensure the customer derives value from the AW platform.
Collaborate with Onboarding and Concierge teams to reduce time to value for customers.
Analyze incoming operational events based on data points from network, endpoint, and log sources; identify correlations or trends to determine if behavior is expected.
Own the technical outcome and direction for the case with authority to guide less experienced Triage team members; escalate to others as needed for business relationship support or feature requests.
Review customer configurations to ensure the system operates effectively; investigate or update more complex configurations as needed.
Implement, manage and support the direct delivery of Arctic Wolf network and endpoint security solutions to customers.
Troubleshoot and resolve operational health of sensors and scanners in customer environments; resolve cloud sensor configuration and communication issues.
Review customer requests and engage other experts to resolve matters quickly when beyond the scope of own knowledge.
Handle more customer technical operational issues and escalations by providing guidance independently; engage others as required.
Conduct quality reviews on outgoing tickets and engagements; provide input to management and share improvements to enhance customer experience.
Manage and monitor ticket queues to ensure timely resolutions.
Coach and mentor other team members, handling customer calls and escalations as needed.
Prepare and document processes, standard operating procedures, and protocol recommendations for the department.
Prioritize medium to complex task work according to priorities.
Interact with customers as a technical representative and provider of security services.
Participate in a 24x7 shift schedule as required.

Additional responsibilities

Support customers experiencing difficulties with our products via phone and online tools.
Triage customer requests, apply playbook-driven solutions, and document new issues found during troubleshooting.
Communicate effectively with a diverse set of people and personalities; resolve customer issues and drive to a solution.
Understand Arctic Wolf processes and systems to assist customers in support requests.
Provide after-hours coverage for emergency situations.

We are looking for someone who has most of the following

Ownership mindset and accountability
Intermediate technical troubleshooting and problem-solving skills
Ability to communicate technical ideas effectively to individuals or small teams
Ability to work well within a team and with adjacent teams
Ability to identify, analyze, evaluate, and solve complex challenges
Ability to interpret information and identify patterns to inform decision-making
Balance time between ticket work and resolving issues with R&D teams; focus on delivering technical answers
Ability to prioritize, manage, and align tasks with goals and strategy while coordinating with internal teams

Minimum Qualifications

Relevant education could include university degree, college diploma, or industry certifications
6 months to 2 years of relevant experience in a security or networking role
Fluent in German

Basic Knowledge and/or Experience

CCNA, Network+ or equivalent
Strong understanding of DHCP, DNS and VLANs
Basic scripting knowledge (PowerShell, Bash, or similar)
Network routing and switching knowledge
Virtualization experience with VMware or Hyper-V
Firewalls and IDS/IPS
Windows and Active Directory
Network and security auditing
Cloud technologies including AWS and Azure
MCSE or Active Directory MCP certificates are an asset
Deployment tools such as GPO, SCCM, Intune, or Jamf

Our Offer

Attractive salary package including annual bonus and company shares
International, diverse, and inclusive work environment
Prime location in Frankfurt, modern IT equipment (Macs)
Training, certifications, and advancement opportunities
Regular social events, including Arctic Wolf parties

Our Values

Arctic Wolf believes success comes from delighting customers. We value diversity and inclusion and celebrate the unique qualities and perspectives all employees bring. By protecting people’s and organizations’ data and End Cyber Risk, we are engaged in an industry that serves the greater good.

We support Pack Unity by providing a platform for all voices to be heard. See more about our Pack Unity program. We also participate in the Pledge 1% Movement to give back to the community. We continue to End Cyber Risk and to engage with communities.

Arctic Wolf is an Equal Opportunity Employer and considers applicants without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden by law. We are committed to an accessible and inclusive environment and provide accommodations as required. Please email with accommodation requests.