Global Support Enablement Engineer

Cato Networks; United States; Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Cato Networks is seeking a Support Enablement Engineer to empower the Global Support team by creating and distributing clear, actionable technical content and onboarding materials. You will collaborate with R&D and Product to translate complex networking and security topics into practical guidance for frontline engineers.

You will design technical content, lead onboarding and evergreen training initiatives, and drive improvements in support processes that shorten resolution times and improve

Qualifikationen

• 2+ years as a Tier 2-3 Support Engineer or equivalent experience
• Experience with networking or security software, emphasis on networking, TCP/IP, firewalls, and proxies
• Excellent English communication skills, both verbal and written
• Ability to explain complex topics clearly to different audiences
• Experience in Knowledge Management or creating technical guides is a plus

Aufgaben

• Advocate for support and customer needs with R&D and Product during feature development and for existing technologies
• Identify and understand support inquiries and challenges; act as technical focal point and fill knowledge gaps
• Build troubleshooting practices to reduce ticket resolution time and maximize support performance
• Own and drive delivery of technical content and knowledge-sharing initiatives to the global Support team
• Provide guidance on product features and how they work through creation of technical content
• Design and create technical onboarding and evergreen training content

Kenntnisse

Tier 2-3 Support Experience

Networking

Information Security

TCP/IP

Firewalls

Proxy servers

Communications skills

Knowledge sharing

Jobbeschreibung

Cato Networks is seeking a Support Enablement Engineer to empower the Global Support team by creating and distributing clear, actionable technical content and onboarding materials. You will collaborate with R&D and Product to translate complex networking and security topics into practical guidance for frontline engineers.

You will design technical content, lead onboarding and evergreen training initiatives, and drive improvements in support processes that shorten resolution times and improve