Product Support T2 Engineer

Cato Networks; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k)

Stock options

Flexible time-off

Paid parental leave

Disability benefits

Job summary

Cato Networks is seeking a customer-focused Product Support T2 Engineer to join our NA team. In this remote role, you will engage with customers during the post-sales lifecycle and help drive the Future of SD-WAN. You will mentor fellow support engineers and contribute to knowledge articles to streamline problem solving.

Candidates should have strong networking, VPN/IPSec experience, and excellent communication skills to thrive in a fast-paced cloud/SaaS environment.

Qualifications

• Experience with web/network/security environments.
• Strong troubleshooting in real production environments.
• Excellent written and verbal communication with customers.

Responsibilities

• Own and manage customer issues through resolution.
• Mentor support engineers across the organization.
• Contribute to Knowledge articles and customer documentation.
• Collaborate with engineering, CS/PS, and Product Management on customer issues.
• Act as trusted advisor aligning customer needs with Cato solutions.
• Track customer status and identify growth opportunities.

Skills

Networking

Troubleshooting

Customer support

Cloud/SaaS

VPNs/IPSec

Communication

Cross‑team collaboration

Job description

At Cato Networks, we have a team of veteran technology and security experts, looking to change the world. We believe that while good engineers can create simple solutions for complex problems, great engineers can make complex problems - simple.

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!

We are looking for a customer-focused and intelligent Product Support T2 Engineer to join our NA team. In this role, you will be engaging with our customers during the post-sales process as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN. Today.

This REMOTE position is open to candidates based in the United States.

Responsibilities:

• Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues.
• Mentoring support engineers across the Cato Support Organization.
• Contribute to the ever-expanding Knowledge articles on an on-going bases
• Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS and Product Management on customer issues.
• Be a focal point for the customer’s need as part of the Standard and Designated Support Engineer programs, by deeply understanding their business and aligning their needs with Cato’s solution.
• Act as trusted advisor to all Cato Customers and as such gain a deep understanding of their business whilst aligning their needs with our solutions
• Track & monitor customer status and identify both areas of concern and growth opportunities
• Be a part of building, improving and expanding Cato’s Global Support Services
• Ensuring keep Cato values are kept by keeping a positive and "can-do" attitude.

Requirements:

• Experienced Support Engineer background from web/network/information - Security companies - Required
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers - Required
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments - Required
• Experience working with a Cloud, SaaS technology provider
• Familiarity with VPNs, IPSec, security protocols and standards
• 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 effectively and thrive in a fast paced environment
• Ability to work with a globally dispersed, cross cultural team

Cato provides a competitive salary and comprehensive benefits plan.

Benefits for this role include

• health/vision/dental insurance
• 401(k)
• stock options
• Health Savings/Flexible Spending Accounts
• flexible time-off
• paid parental leave
• disability benefits

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.