Senior Developer - AI Customer Engagement

At Arctic Wolf, we're redefining the cybersecurity landscape. With our employee Pack members spread across the globe, we’re committed to setting new industry standards. Our accomplishments speak for themselves — from recognition in the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60, to winning the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and to have earned a Customers' Choice distinction from Gartner Peer Insights. Join a company that’s not only leading, but also shaping the future of security operations and customer engagement.

Our mission is simple: End Cyber Risk.

About the Role

The AI Security Assistant is an interactive security assistant that leverages generative AI (GenAI) and large language models (LLMs) to provide added context and assistance within the Arctic Wolf Unified Portal. It allows for natural language interaction, enabling customers to ask questions and gain more context about their security environment.

The Arctic Wolf AI Security Assistant represents a significant advancement in security operations, offering a powerful tool that combines the strengths of generative AI with the specific needs of security professionals. As it continues to evolve through its beta phase, incorporating feedback from users and expanding its skill set, it is poised to become an indispensable asset for Arctic Wolf customers seeking to bolster their security capabilities.

We’re looking for a Senior Software Developer – AI Customer Engagement to design and build the next generation of Conversational AI experiences that transform how our customers interact with Arctic Wolf’s Security Operations Cloud. You’ll be part of a team building intelligent, context-aware assistants that help customers access insights, automate workflows, and resolve issues faster — all through natural, human-like conversations.

This role is ideal for an engineer with a strong software foundation who is passionate about applied AI, large language models (LLMs), and customer-centric product experiences. You’ll work closely with our product, data science, and customer success teams to deliver high-impact Conversational AI solutions that enhance customer engagement, self-service, and operational efficiency.

What You’ll Do

• Design and implement Conversational AI systems leveraging LLMs, retrieval-augmented generation (RAG), and dialogue orchestration frameworks.

• Build intelligent assistants and chat interfaces that integrate seamlessly with Arctic Wolf’s Aurora platform and customer portals.

• Develop and maintain backend services and APIs in Python, Go, or JavaScript to support conversational flows, context retrieval, and personalization.

• Integrate with internal and external systems (CRM, Support, Knowledge Base, Security Operations data) to enable rich, context-aware responses.

• Collaborate with data scientists and ML engineers to fine-tune models and improve language understanding, summarization, and recommendation quality.

• Implement observability and feedback loops to monitor AI accuracy, tone, and effectiveness in real customer interactions.

• Participate in code reviews, testing, and CI/CD workflows to ensure reliable, high-quality software delivery

About You

• 5+ years of software development experience, ideally with focus on AI-powered or customer-facing applications.

• Strong programming skills in Python, Go, or JavaScript, with experience building scalable backend systems.

• Hands-on experience with Conversational AI frameworks (LangChain, Rasa, Botpress, Microsoft Bot Framework, or similar).

• Familiarity with LLMs and vector databases (OpenAI API, Azure OpenAI, Pinecone, Weaviate, or similar).

• Understanding of RAG pipelines, prompt engineering, and AI evaluation methods.

• Experience working with REST APIs, JSON data, and cloud platforms (AWS, GCP, or Azure).

• Interest in cybersecurity and the opportunity to make AI a core part of secure, human-centered digital engagement.

Why Arctic Wolf

At Arctic Wolf, success comes from delighting our customers. We work together to ensure that happens every day. We believe in diversity and inclusion, and we value the unique perspectives every employee brings. By protecting people’s and organizations’ sensitive data — and now enhancing how they interact with AI securely — we’re advancing a mission that serves the greater good.

We celebrate unique perspectives through our Pack Unity program, encourage alliances across teams, and believe in giving back through our Pledge 1% Movement — dedicating our time, equity, and product for community impact.

What We Offer

• Equity for all employees

• Flexible annual leave, paid holidays, and volunteer days

• Training and career development programs

• Comprehensive private benefits plan, including medical coverage for you and your family

• Life insurance (3x compensation) and personal accident insurance

• Fertility support and paid parental leave

On-Camera Policy
To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.

Security Requirements

Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity, and availability of AWN business information (in accordance with our employee handbook and corporate policies).
Background checks are required for this position.
This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these laws and regulations