Product Support T3 Engineer

Cato Networks

9d•Remote

About The Position

Cato Networks is hiring a customer-focused Product Support T3 Engineer for its North America team. This remote role is open to candidates based in the United States. The engineer supports customers during the post-sales portion of the customer lifecycle, owning customer issues through resolution and helping customers align their business needs with Cato’s solutions. The role also contributes to the development of Cato’s global support services and works across the organization to advocate for customers.

Requirements

Experienced support engineer background at a web, network, or information security company.
Strong computer skills, especially in networking, TCP/IP, firewalls, and proxy servers.
Strong troubleshooting abilities and an interest in resolving complex technical problems in real production environments.
Experience working with a cloud or SaaS technology provider.
Familiarity with VPNs, IPSec, security protocols, and standards.
Excellent oral and written communication skills and a passion for working with customers.
Ability to adapt and work efficiently in a rapidly changing environment while managing multiple simultaneous projects.
Ability to work effectively and thrive in a fast-paced environment.
Ability to work with a globally dispersed, cross-cultural team.

Responsibilities

Own and manage customer issues, troubleshoot problems, and identify solutions through resolution.
Mentor support engineers across the Cato Support Organization.
Contribute to the ongoing expansion of knowledge articles.
Advocate for customers by working with Engineering, CS/PS, and Product Management on customer issues.
Serve as a focal point for customer needs in the Standard and Designated Support Engineer programs, understanding customers’ businesses and aligning their needs with Cato’s solution.
Act as a trusted advisor to Cato customers, gaining a deep understanding of their businesses and aligning their needs with Cato’s solutions.
Track and monitor customer status and identify areas of concern and growth opportunities.
Help build, improve, and expand Cato’s Global Support Services.
Maintain Cato’s values by keeping a positive, can-do attitude.