Tier 3 Product Support Engineer

Cato Networks; Prague (OK); Hybrid; USD 2,854 - 4,281; Full time

Job summary

Cato Networks is seeking a visionary Product Support T3 Engineer to engage with customers during evaluation, onboarding, and ongoing lifecycle stages. The role involves troubleshooting, collaboration with R&D, and aligning customer needs with Cato’s cloud network security platform.

Based in Prague with a hybrid work model, the engineer will own issue resolution, communicate effectively with customers, and help expand Cato’s global support services while advancing SASE adoption.

Qualifications

• Experience in web/network information security companies is required.
• Strong technical analytical skills with focus on networking, routing and packet analysis.
• Excellent communication and ability to work with customers directly.

Responsibilities

• Own and manage customer issues and drive resolution.
• Research, diagnose and troubleshoot customer issues in production environments.
• Collaborate with R&D and Product Management on complex problems.
• Understand customer needs and align them with Cato’s solutions.
• Maintain ongoing communication and periodic meetings with customers.
• Advocate for customers and coordinate with product, engineering and sales teams.
• Monitor customer status and identify risks and growth opportunities.
• Contribute to building and expanding Cato’s global support services.

Skills

Networking concepts

TCP/IP

Firewalls

Customer-facing

Technical support

Tools

VPNs

IPSec

Security protocols

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 T3 Engineer to join our team. In this role, you will be engaging with our customers during the evaluation, post-sales process, onboarding, and 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 SASE, today!

Responsibilities

• Own and manage customer issues and see problems throughout resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues, keeping a positive and can-do attitude.
• Work directly with R&D and Product Management on customer issues upon full resolution.
• Be a focal point for customers' needs by deeply understanding their business and aligning their needs with Cato’s solution.
• 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, and sales.
• Track & monitor customer status and identify both areas of concern and growth opportunities.
• Be a part in building, improving and expanding Cato’s global Support Services.

Requirements

• Experienced Support Engineer (tier 3-4)/Technical Account Manager/Pre Sales background from web/network/information Security companies - Required
• Strong technical analytical skills with an emphasis on Networking, Routing, TCP/IP, Firewalls and Packet Analysis - Required
• Thorough 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 directly
• Ability to adapt and work efficiently in a rapidly changing, dynamic environment, with a willingness to manage multiple simultaneous projects and tasks
• Ability to work effectively and thrive in a fast-paced environment
• Ability to work with a globally dispersed, cross-cultural team

This role is based in Prague, Czech Republic, and follows a hybrid work model: three days per week in the office and two days working from home.

Location: NR7, Náměstí republiky, Prague, Czech Republic.