Product Support Engineer, T3

Cato Networks; Manila; On-site; PHP 446,000 - 893,000; Full time

Job summary

Cato Networks is seeking a visionary and customer-focused Product Support T3 Engineer in Manila. You will engage with customers during post-sales, evaluation, onboarding, and ongoing lifecycle stages, acting as a trusted advisor while coordinating with R&D and product teams.

The role emphasizes strong networking knowledge, security concepts, and excellent communication to resolve complex issues in a cloud-delivered SASE environment.

Qualifications

• 2–3 years of experience as a Support Engineer (tier2-3) or Network Engineer
• Strong knowledge of networking protocols and security concepts
• Excellent written and verbal English communication

Responsibilities

• Own and manage customer issues through resolution
• Diagnose, troubleshoot, and identify solutions for customer problems
• Collaborate with R&D and Product Management on complex issues
• Be a trusted advisor by understanding customers’ business and aligning solutions

Skills

Networking

Troubleshooting

English proficiency

Customer communication

Security concepts

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 that is 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 brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028. This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform, and is on a fast track to becoming the worldwide market leader – don’t miss it! Now we’re looking for a visionary and customer-focused Product Support T3 Engineer to join our team. In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today

Responsibilities

• Own and manage customer issues and see problems throughout resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude
• Work directly with R&D and Product Management on customer issues upon full resolutions
• Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
• Nurture the relationship with the customer through ongoing communication and periodic meetings
• Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
• Monitor customer status and identify both areas of concern and growth opportunities
• Be a part in building and expanding the company’s Global Support Services

Requirements

• Has 2-3 years or more experience working as a Support Engineer (tier2-3)/Network Engineer (required)
• Knowledge of security concepts such as CASB, DLP, IPS (advantage)
• 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 and passion to dive into complicated technical problems in real production environments
• Experience working with Cloud, SaaS technology provider (advantage)
• 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 with globally dispersed, cross-cultural team
• Solid command of the English (written and spoken)