Product Support T3 Engineer

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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Department: Product Support - NA