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Product Support Engineer, Tier 3

1 month, 2 weeks ago
Japan
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
DHCP DNS HTTP IPS TCP/IP TLS
Apply Now
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
View All Jobs 55

Description

  • Own and manage customer issues through full resolution.
  • Research, diagnose, troubleshoot, and resolve complex customer problems.
  • Work directly with R&D and Product Management on customer issues and follow-ups.
  • Serve as a focal point for customer needs and act as a trusted advisor.
  • Build and maintain customer relationships through ongoing communication and periodic meetings.
  • Advocate for customers internally while collaborating with product management, engineering, sales, and finance.
  • Monitor customer status to identify concerns and growth opportunities.
  • Contribute to building and expanding the company’s Global Support Services.

Requirements

  • 2-3+ years of experience as a Support Engineer (Tier 2-3) or Network Engineer required.
  • Knowledge of security concepts such as CASB, DLP, and IPS is an advantage.
  • Strong computer and networking knowledge, including TCP/IP, firewalls, and proxy servers.
  • Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, and VOIP.
  • Experience with VPNs, IPsec, BGP, security protocols, and standards.
  • Familiarity with WAN, SD-WAN, and MPLS networks.
  • Strong troubleshooting ability and interest in solving complex technical issues in real production environments.
  • Experience working with a cloud or SaaS technology provider is an advantage.
  • Excellent oral and written communication skills with a customer-focused mindset.
  • Ability to adapt to a fast-changing environment and manage multiple simultaneous projects.
  • Ability to work with a globally dispersed, cross-cultural team.
  • Strong command of both Japanese and English, spoken and written.

Interested in this position?

Apply directly on the company website

Apply Now

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