Own customer technical issues through resolution, troubleshoot complex networking and security problems, mentor support engineers, create knowledge articles, and advocate for customers across Engineering, Product, Customer Success, and Professional Services. Serve as a trusted technical advisor, support designated customer programs, monitor customer status, identify risks and opportunities, and help improve global support services.
Cato Networks is the converged network and security cloud for the AI era.
As AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI’s potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents.
Join us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide.
We are looking for a customer-focused and intelligent Product Support T3 Engineer to join our NA team. In this role, you will be engaging with our customers during the post-sales process as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN. Today.
This REMOTE position is open to candidates based in the United States.
Responsibilities:
- Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues.
- Mentoring support engineers across the Cato Support Organization.
- Contribute to the ever-expanding Knowledge articles on an on-going bases
- Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS and Product Management on customer issues.
- Be a focal point for the customer’s need as part of the Standard and Designated Support Engineer programs, by deeply understanding their business and aligning their needs with Cato’s solution.
- Act as trusted advisor to all Cato Customers and as such gain a deep understanding of their business whilst aligning their needs with our solutions
- Track & monitor customer status and identify both areas of concern and growth opportunities
- Be a part of building, improving and expanding Cato’s Global Support Services
- Ensuring keep Cato values are kept by keeping a positive and “can-do” attitude.
Requirements:
- Experienced Support Engineer background from web/network/information - Security companies - Required
- Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers - Required
- Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments - Required
- Experience working with a Cloud, SaaS technology provider
- Familiarity with VPNs, IPSec, security protocols and standards
- Excellent oral and written communication skills with a passion for working with customers
- Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
- Ability to work effectively and thrive in a fast paced environment
- Ability to work with a globally dispersed, cross cultural team
Cato provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits.
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
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