Product Support Tier 3 Engineer NAM

Cato Networks; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading cloud networking company is seeking a Product Support T3 Engineer to engage with customers in post-sales support. Responsibilities include troubleshooting, mentoring, and collaborating on customer issues. The ideal candidate has strong knowledge in networking and security, excellent communication skills, and the ability to thrive in a dynamic team environment. This remote position is open to candidates based in the United States and Canada.

Qualifications

• Support Engineer experience (Tier 3-4) from web, network, or information security companies.
• Strong computer skills, particularly in Networking, TCP/IP, Firewalls, and proxy servers.
• Experience with Cloud and SaaS technology providers.

Responsibilities

• Own and manage customer issues, troubleshooting solutions.
• Mentor support engineers within the Cato Support Organization.
• Act as a customer advocate working with engineering and product management.

Skills

Troubleshooting skills

Networking knowledge

Communication skills

Adaptability

Job description

Job Description

Welcome to the future of cloud networking and security!

Cato Networks is the first company to converge enterprise networking and security into one centralized and global service delivered by cloud. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeam, Trusteer, and more). Cato's unique technology inspired a new product category, later named "SASE" by Gartner, with a market expected to reach $25 billion by 2027.

This is your opportunity to join a fast-growing company building a cutting-edge enterprise network and secure cloud platform, aiming to become the worldwide market leader.

We are seeking a customer-focused and intelligent Product Support T3 Engineer to join our North America team. In this role, you will engage with customers during the post-sales process, supporting their ongoing lifecycle. This is a chance to be part of shaping the future of SD-WAN today.

This REMOTE position is open to candidates based in the United States and Canada.

Responsibilities:

1. Own and manage customer issues, troubleshooting and identifying solutions to resolve problems.
2. Mentor support engineers within the Cato Support Organization.
3. Contribute to the ongoing development of Knowledge articles.
4. Act as a customer advocate, working directly with engineering, Customer Success / Professional Services, and Product Management on customer issues.
5. Serve as a focal point for customer needs, understanding their business and aligning their needs with Cato's solutions.
6. Track and monitor customer status, identifying concerns and opportunities for growth.
7. Participate in building, improving, and expanding Cato's Global Support Services.
8. Maintain positive and proactive attitude, embodying Cato values.

Requirements:

• Support Engineer experience (Tier 3-4) from web, network, or information security companies.
• Strong computer skills, particularly in Networking, TCP/IP, Firewalls, and proxy servers.
• Excellent troubleshooting skills and passion for resolving complex technical issues.
• Experience with Cloud and SaaS technology providers.
• Familiarity with VPNs, IPSec, security protocols, and standards.
• Excellent communication skills, both oral and written, with a passion for customer service.
• Ability to adapt and work efficiently in a dynamic environment, managing multiple projects.
• Ability to thrive in a fast-paced, globally dispersed, cross-cultural team environment.

As an EEO / Affirmative Action Employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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