Cato Networks

Product Support Engineer Tier 3

Posted 5 Days Ago

Be an Early Applicant

Tokyo

Junior

Information Technology • Security • Cybersecurity

The Role

As a Product Support Engineer Tier 3, you will manage and resolve customer issues, work closely with R&D and product management, and build strong relationships with customers to understand their needs. You will monitor customer status for issues and growth opportunities, advocating for them internally.

Summary Generated by Built In

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, Exabeem, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $25 billion by 2027.
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 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)