Product Support Engineer T2, Japan

The role

You will engage with customers during post-sales, evaluation, and onboarding. You will research, diagnose, and troubleshoot customer issues while working with R&D and Product Management.

What you will do

• Own and manage customer issues through resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Work directly with R&D and Product Management on customer issues
• Be a focal point for customer needs and a trusted advisor
• Nurture customer relationships through ongoing communication and periodic meetings
• Act as a customer advocate internally
• Collaborate with product management, engineering, sales, and finance
• Monitor customer status to identify concerns and growth opportunities
• Build and expand the company's Global Support Services

Required qualifications

• 2-3 years or more experience working as a Support Engineer (tier2-3)/Network Engineer
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers
• Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP
• Experience with VPNs, IPsec, BGP, security protocols, and standards
• Familiarity with WAN/SD-WAN/ MPLS networks
• Great troubleshooting abilities
• Excellent oral and written communication skills
• Ability to adapt and work efficiently in a rapidly changing dynamic environment
• Ability to work with globally dispersed, cross-cultural team
• Solid command of the Japanese and English languages (written and spoken)

Nice to have

• Knowledge of security concepts such as CASB, DLP, IPS
• Experience working with Cloud, SaaS technology provider

About the company

Cato Networks is the converged network and security cloud for the AI era. The company provides a unified, cloud-native platform to prioritize risks and stop threats.