Support Operations Manager

15 minutes ago
Full-time
Mid Level
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 continuously improve end-to-end support processes across the global Support organization.
  • Assess existing processes and systems to identify gaps, bottlenecks, inefficiencies, and inconsistencies.
  • Lead support operations projects and process improvements from requirements gathering through implementation, rollout, adoption, and optimization.
  • Own support platforms such as Zendesk and Aircall, including enhancements, integrations, migrations, and tool replacements.
  • Translate business and operational needs into scalable process and system solutions with Support leadership, Information Systems, IT, and other stakeholders.
  • Design, configure, or coordinate changes to support workflows, automations, custom applications, and integrations.
  • Validate system changes and solutions to ensure they meet business requirements and function as intended.
  • Support day-to-day operations by resolving complex system and process issues and managing operational requests.

Requirements

  • At least 3 years of experience in Support Operations, Support Engineer, Business Operations, Systems Analysis, or a similar operational role.
  • Demonstrated experience owning and implementing end-to-end operational processes.
  • Experience leading projects or process improvements involving multiple stakeholders and dependencies.
  • Strong ability to identify process gaps, understand root causes, and translate operational challenges into scalable solutions.
  • Strong systems literacy and understanding of data flows across CRM, support, and business systems such as Salesforce.
  • Understanding of support workflows, including ticketing systems, automations, SLAs, integrations, agent tooling, and technical knowledge processes.
  • Strong ownership mindset with the ability to independently drive initiatives from problem identification through implementation.
  • Strong interpersonal and problem-solving skills, with the ability to collaborate across teams and adapt to a rapidly changing environment.
  • Experience working with support platforms such as Zendesk, Aircall, or similar tools is an advantage.

Interested in this position?

Apply directly on the company website

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