Product Support Engineer, T3

Cato Networks; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Cato Networks is seeking a visionary Product Support T3 Engineer to engage customers post‑sales, assist in onboarding, and guide them through ongoing lifecycle. You will work with R&D, Product Management, and cross‑functional teams to resolve issues and expand our Global Support Services.

Ideal candidates have 2–3 years in support or network engineering, strong networking knowledge, and fluent English, with Japanese a plus.

Qualifications

• 2–3 years as a Support Engineer (tier2-3) or Network Engineer.
• Knowledge of CASB, DLP, IPS is a plus.
• Strong networking skills: TCP/IP, firewalls, proxies.
• DNS, DHCP, NAT, HTTP/HTTPS, VOIP experience.
• VPNs, IPsec, BGP and security protocols familiarity.
• WAN/SD-WAN/MPLS networks experience is beneficial.
• Excellent spoken and written English; Japanese helpful.
• Comfort working with cloud/SaaS providers and cross‑cultural teams.

Responsibilities

• Own and manage customer issues through resolution.
• Diagnose, troubleshoot, and propose solutions.
• Collaborate with R&D, Product Management, and sales.
• Act as trusted advisor by understanding customer business needs.
• Maintain ongoing customer communications and periodic meetings.
• Advocate for customers within internal teams.
• Monitor status and identify risks and growth opportunities.
• Help build and scale the Global Support Services.

Skills

Networking concepts

Customer-focused

Troubleshooting

TCP/IP

English/Japanese

Cloud/SaaS awareness

Tools

VPNs/IPsec

DNS/DHCP/NAT

Firewalls & proxies

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.

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 Japanese and English languages (written and spoken)