Product Support T2 Engineer

Cato Networks; Oregon; Hybrid; USD 84,000 - 104,000; Full time

Benefits offered by this job

Health insurance

401(k)

Stock options

Job summary

Cato Networks is seeking a customer-focused Product Support T2 Engineer to join our NA team. This remote role in the United States supports post-sales engagement, resolving issues and improving experiences.

You will mentor peers, contribute to Knowledge, and partner with engineering, CS/PS, and Product Management to align customer needs with Cato's security and networking solutions.

Qualifications

• Experience as a Support Engineer in web/network/information security
• Strong networking and troubleshooting skills in production environments
• Experience with Cloud/SaaS providers and VPN/security protocols

Responsibilities

• Own and manage customer issues through resolution
• Mentor other support engineers
• Contribute to knowledge articles
• Advocate for customers with other departments
• Be a focal point for customer needs within programs
• Act as trusted advisor to customers
• Track and monitor customer status and growth opportunities
• Contribute to building and expanding Global Support Services

Skills

Support Engineer background in web?net

Networking, TCP/IP, Firewalls, proxy

Troubleshooting in production envs

Job description

Cato Networks is the converged network and security cloud for the AI era. As AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI's potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents. Join us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide. 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

A reasonable estimate of the total compensation for this role, at the time of posting, is $84,000 - $104,000. 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 and 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.