Premium Support Engineer - North America

7 hours, 16 minutes ago
Full-time
Lead
Customer and Technical Support
Cato Networks

Cato Networks

Cato Networks is the world's leading single vendor SASE platform that converges SD WAN, security, global backbone, and remote access into a global cloud-native service. Their robust platform optimizes and secures application access for all users and lo...

Diversified Telecommunication Services
251-1K
Founded 2015
$770M raised

Description

  • Lead, mentor, and develop Support Delivery Managers and Technical Account Managers, including performance management and career growth.
  • Define team objectives, KPIs, and operating frameworks aligned with company strategy and customer success goals.
  • Manage team capacity planning and account assignments to balance workload across strategic accounts.
  • Ensure high-quality support and account management with executive visibility into account health, escalations, and service delivery.
  • Serve as the senior escalation point and mobilize Sales, Customer Success, Engineering, Product, and other stakeholders to resolve stalled issues.
  • Partner with Customer Success, Sales, and leadership to align support engagement with broader business objectives.
  • Establish and enforce processes for ticket oversight, escalation handling, and cross-functional collaboration.
  • Identify systemic issues through trend analysis and drive product and process improvements to reduce recurring escalations.
  • Oversee technical reviews, root cause analyses, service reporting, and account documentation.
  • Deliver clear, timely updates to executives and customers and ensure communication remains professional, proactive, and customer-focused.

Requirements

  • Proven leadership experience managing customer-facing technical teams such as Support Delivery, TAM, or Customer Success.
  • Strong background in technical support, escalation management, and customer advocacy.
  • Demonstrated ability to lead through influence and collaborate effectively with Product, Engineering, and Support leadership.
  • Active leadership mindset with the ability to drive outcomes, push initiatives forward, and ensure accountability.
  • Exceptional communication skills for engaging confidently with executives and non-technical stakeholders.
  • Experience managing distributed teams and balancing multiple strategic accounts.
  • Strong analytical skills with the ability to translate operational data into insights and action plans.
  • Deep familiarity with Cato’s product ecosystem and service portfolio is preferred.

Benefits

  • Competitive salary.
  • Comprehensive benefits plan.
  • Health, vision, and dental insurance.
  • 401(k) plan.
  • Stock options.
  • Health Savings Accounts and Flexible Spending Accounts.
  • Flexible time off.
  • Paid parental leave and disability benefits.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Technical Customer Support Specialist

Higher Logic 251-1K Internet Software & Services

Higher Logic is hiring a Customer Support Specialist to provide technical support and customer service for Australia-based users of its software solutions.

Confluence CSS HTML JIRA Salesforce
7 hours, 30 minutes ago

IT Support Engineer L2

Fundraise Up 51-250 Capital Markets

Fundraise Up is hiring an IT Support Engineer (L2) in Spain to support a global nonprofit fundraising platform, with ownership of escalations, access governance, SaaS administration, and security-focused operational improvements.

macOS Notion SAML
7 hours, 46 minutes ago

Technical Support Engineer I

Mitratech 1K-5K Professional Services

Mitratech is hiring an Application Support team member to provide functional support for its global SaaS products, helping customers troubleshoot, document, and resolve day-to-day issues.

8 hours, 1 minute ago

Resident Architect- LATAM

Honeycomb.io 51-250 Internet Software & Services

Honeycomb is hiring a Resident Architect to advise customers on observability and telemetry strategy, helping engineering teams solve complex technical challenges and achieve lasting outcomes with Honeycomb’s platform.

AWS Azure CircleCI GCP GitHub Actions Go Helm Java JavaScript Kubernetes .NET OpenTelemetry Python Ruby Terraform
8 hours, 1 minute ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers