Product Support Engineer, Tier 3
About the role
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.
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 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 throughout resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “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 (tier2-3)/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)