[Hiring] ILMM Hands Free Engineer @Emapta

Role Description

High-performing cybersecurity teams depend on precise execution, rapid response, and strong networking expertise to ensure uninterrupted service delivery. The ILMM Hands Free Engineer supports Cato Networks by managing end-to-end Hands Free change tickets, strengthening operational workflows, and ensuring seamless customer experiences across cloud-based networking environments. This role offers a long-term global career with Emapta, designed for top 1% talent seeking impact, growth, and excellence in cybersecurity operations.

Qualifications

• 1 to 3 years of experience as a Support Engineer (Tier 1-2), IT/System Administrator, NOC, or Network Operations Engineer in networking, cloud, or security-focused environments
• Availability to work 5 shifts per week, including weekends
• Excellent verbal and written communication skills in English
• Strong networking fundamentals, including TCP/IP, firewalls, and proxy technologies
• Hands-on experience with ISP environments, DNS, DHCP, NAT, HTTP/HTTPS
• Experience working with Cloud and SaaS platforms - an advantage
• Familiarity with network and security protocols and industry standards
• Ability to operate independently, take ownership, and adapt quickly in a fast-paced, high growth environment
• Proven ability to multitask and manage multiple customer requests simultaneously
• Comfortable working with globally distributed, cross-cultural teams

Requirements

• Work in 24/7/365 environment
• Own Hands Free change tickets end-to-end - from customer communication and technical analysis to implementation and follow-up
• Proactively track and manage customer requests according to Cato's defined SLAs
• Help standardize implementation quality by improving runbooks, templates, peer review practices, and execution procedures
• Play a key role in building, scaling, and continuously improving Cato's Managed Hands Free service
• Participate in cross-functional projects and customer onboarding initiatives
• Lead customer welcome calls, introduce the Hands Free service, and support smooth onboarding
• Act as a central point of contact between customers, Support, and Field Engineering teams, with a deep understanding of customer business use cases
• Drive operational excellence by reviewing, challenging, and creating processes and procedures as the service evolves
• Engage, investigate, and follow up periodically with customers about the service status
• Mitigate outages and system malfunctions to make sure there is no customer effect and prepare escalation by priority/urgency for Engineering team

Benefits

• 5 days work week
• Work from home arrangement
• 20 vacation days in total
• Prepaid medicine
• Internet Allowance
• Fully-customized Emapta laptop and peripherals
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime Office Locations - Bogotá and Medellin
• Unlimited upskilling through Emapta Academy courses