Product Support T3 Engineer

The role

You will engage with customers during the post-sales process. You will own and manage customer issues, troubleshoot solutions, and mentor support engineers.

What you will do

• Own and manage customer issues and see problems through to resolution
• 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 engineering, CS/PS and Product Management
• Be a focal point for the customer's need by understanding their business and aligning needs with solutions
• Act as trusted advisor to all Cato Customers
• Track and monitor customer status and identify areas of concern and growth opportunities
• Be a part of building, improving and expanding Cato's Global Support Services
• Ensure Cato values are kept by keeping a positive and can-do attitude

Required qualifications

• Experienced Support Engineer background from web/network/information - Security companies
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Familiarity with VPNs, IPSec, security protocols and standards
• Excellent oral and written communication skills
• Ability to adapt and work efficiently in a rapidly changing dynamic environment
• 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

Nice to have

• Experience working with a Cloud, SaaS technology provider

Benefits

• health/vision/dental insurance
• 401(k)
• stock options
• Health Savings/Flexible Spending Accounts
• flexible time-off
• paid parental leave
• disability benefits

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 across users, applications, data, and AI agents.