[Hiring] Product Support T2 Engineer @Cato Networks

Role Description

We are looking for a customer-focused and intelligent Product Support T2 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.

• Own and manage customer issues and see problems through to resolution, including troubleshooting and identifying solutions to resolve customer issues.
• Mentoring support engineers across the Cato Support Organization.
• Contribute to the ever-expanding Knowledge articles on an ongoing basis.
• Act as a customer advocate working directly with other Cato Departments, including engineering, CS/PS, and Product Management on customer issues.
• Be a focal point for the customer’s needs 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 a trusted advisor to all Cato Customers, gaining a deep understanding of their business while 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.
• Ensure Cato values are kept by maintaining a positive and “can-do” attitude.

Qualifications

• 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

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

Benefits

• Health/vision/dental insurance
• 401(k)
• Stock options
• Health Savings/Flexible Spending Accounts
• Flexible time-off
• Paid parental leave
• Disability benefits