Support Enablement Engineer

Cato Networks; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

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

Qualifications

• 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

Responsibilities

• 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

Skills

Tier 2-3 Support Experience

Networking

Information Security

TCP/IP

Firewalls

Proxy servers

Communications skills

Knowledge sharing

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!

We’re looking for a highly motivated Support Enablement Engineer to join our amazing team. As a member of the Support Enablement team, you will play a critical role in enabling Support Engineers to execute all technical aspects of their job and will work to maximize the support organization’s effectiveness.

Responsibilities

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

Requirements

• At least 2 years of experience as a Tier 2–3 Support Engineer in a web, networking, or information security company, or equivalent experience as a Technical Account Manager or Pre-Sales Engineer.
• Experience working with networking or security software solutions, with an emphasis on networking, TCP/IP, firewalls, and proxy servers –required.
• Strong English communication skills, both verbal and written –required.
• Excellent communication and presentation skills, with the ability to clearly articulate complex topics to different audiences in a concise, professional, and compelling manner.
• Ability to provide constructive criticism and feedback, and use it to advocate for customer, partner, and support needs with different departments across the company.
• Experience working in a Knowledge Management or Knowledge team, or proven experience creating technical guides and knowledge-basearticles – an advantage.
• Great troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
• Team player, responsible, and well-organized.