Tier 3 Product Support Engineer

Cato Networks is the converged network and security cloud for the AI era. 

As AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI’s potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents. 

Join us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide. 

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 evaluation, post-sales process, onboarding, and as the ongoing customer lifecycle continues. 

This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SASE, today! 

Responsibilities:

•  Own and manage customer issues and see problems throughout resolution. 
  
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues, keeping a positive and can-do attitude. 
  
• Work directly with R&D and Product Management on customer issues upon full resolution. 
  
• Be a focal point for customers' needs by deeply understanding their business and aligning their needs with Cato’s solution.
• 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, and sales.
• Track & monitor customer status and identify both areas of concern and growth opportunities.
• Be a part in building, improving and expanding Cato’s global Support Services.

Requirements:

• Experienced Support Engineer (tier 3-4)/Technical Account Manager/Pre Sales background from web/network/information Security companies - Required
• Strong technical analytical skills with an emphasis on Networking, Routing, TCP/IP, Firewalls and Packet Analysis - Required
• Thorough troubleshooting abilities and passion to dive into complicated technical problems in real production environments - Required
• Experience working with a Cloud, SaaS technology provider
• Familiarity with VPNs, IPSec, security protocols and standards
• Excellent oral and written communication skills with a passion for working with customers directly
• Ability to adapt and work efficiently in a rapidly changing, dynamic environment, with a willingness to manage multiple simultaneous projects and tasks
• Ability to work effectively and thrive in a fast-paced environment
• Ability to work with a globally dispersed, cross-cultural team

This role is based in Prague, Czech Republic, and follows a hybrid work model: three days per week in the office and two days working from home.

Location: NR7, Náměstí republiky, Prague, Czech Republic.