Product Support Engineer, Tier 3

4 weeks ago
Full-time
Junior
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

  • 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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