Product Support Engineer T2, Japan

Cato Networks; United States; On-site; USD 85,000 - 130,000; Full time

Job summary

Cato Networks is seeking a visionary and customer-focused Product Support T2 Engineer to join our team. You will engage with customers during the post-sales process, onboarding, and ongoing lifecycle, acting as a trusted advisor and partner with R&D and Product Management to resolve complex issues.

Responsibilities include owning issues, researching and diagnosing problems, and ensuring full resolution while nurturing customer relationships through regular communication and meetings in a

Qualifications

• 2–3 years or more experience as a Support Engineer (tier 2-3)/Network Engineer (required)
• Knowledge of security concepts such as CASB, DLP, IPS (advantage)
• Excellent communication skills and ability to work with customers

Responsibilities

• Own and manage customer issues through resolution
• Troubleshoot and identify solutions with a positive attitude
• Collaborate with R&D and Product Management on full resolutions
• Act as a trusted advisor understanding customer needs and aligning with solutions
• Maintain ongoing customer communication and periodic meetings
• Collaborate with internal teams including product management, engineering, sales, and finance
• Support the development of Global Support Services

Skills

Customer support

Troubleshooting

Networking fundamentals

TCP/IP

Security concepts

VPNs/IPsec

Communication skills

Cross-functional collaboration

Tools

DNS

DHCP

NAT

HTTP/HTTPS

VOIP

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 T2 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 through resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, “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 (tier 2‑3)/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)