Group Manager – Advanced Product Support

Cato Networks; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Cato Networks is seeking a Group Manager – Advanced Product Support to lead a world-class technical support team across all offerings. You will oversee deployment, integration, and customer experience, reporting to the Director, Product Support APJ, and drive strategic service improvements.

Ideal candidates bring 8+ years in technical support with 3+ years in management, strong networking/security background, and proven ability to deliver world-class SaaS support for enterprise customers.

Qualifications

• Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience.
• 8+ years technical support experience with a 3+ years in a support management role is required.
• Technical networking/security experience is required.
• Track record of world-class technical support for a SaaS platform with multiple offerings.
• Ability to prioritize and escalate customer issues for rapid resolution.
• Excellent written/verbal communication and presentation skills.
• Lead change by effectively building commitment and winning support for initiatives.
• Experience delivering on support metrics and KPIs.

Responsibilities

• Manage the support team including hiring, productivity, resources, and training.
• Continuously assess performance and drive improvement through plans and cross-functional collaboration.
• Collaborate with Product, Engineering, Customer Success, and Sales; act as primary contact on escalations.
• Drive daily case management from detection to resolution for key accounts.
• Evaluate processes and technology to identify improvements.
• Work with Global Support to build consistent processes.
• Present regional QBRs and support premium opportunities.
• Hands-on leadership to grow all support areas.
• Available for after-hours escalations.

Skills

Team management

Leadership

Communication skills

Problem solving

Customer success mindset

Education

Bachelor's degree in Computer Science / IT Management

Tools

SaaS support tooling

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!

The Group Manager – Advanced Product Support will be responsible for managing a world-class Technical Support team supporting all Cato offerings. This person will be passionate about leading a growing team of highly technical Support Engineers in addition to participating/leading strategic transformation projects. The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support. They will report to the Director, Product Support APJ, and will oversee the day-to-day operations of deployment, integration, and overall product support. They will work closely with various teams to understand and address customer concerns, helping deliver an exceptional customer experience.

Responsibilities

• Responsible for Team Management, including hiring, improving productivity, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training. Able to deliver a high level of service with helping the organization grow and evolve.
• Continually assess performance, develop improvement plans, and implement solutions to drive continuous improvement ensuring support engineers have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance.
• Collaborate with our Product, Engineering, Customer Success, and Sales on issues affecting our customers including as a main point of contact on customer escalations.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
• Present QBR for region and assist the sales presentation with premium support opportunities.
• Hands-on leader that can grow and evolve all areas of support.
• Available for escalation afterhours

Requirements

• Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience.
• 8+ years technical support experience with a 3+ years in a support management role is required.
• Technical networking/security experience is required.
• Demonstrated track record of providing world-class technical support for a SaaS platform with multiple offerings and/or with enterprise products to large scale, enterprise IT organizations for mission critical platforms.
• Can effectively prioritize and escalate customer issues and drive rapid resolution while taking full ownership and focus on customer experience.
• Excellent written/verbal communication and presentation skills.
• Lead change by effectively building commitment and winning support for initiatives.
• Proven capability of having successfully delivered on support metrics, developing KPIs, monitoring and reviewing aspects.