Product Support - APJ
Hands Free Engineer
Welcome to the future of cloud networking and security!
Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeam, Trusteer and more). Catoβs unique technology inspired a brand-new product category, later named βSASEβ by Gartner and a market expected to reach $28.5 billion by 2028.
This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform, and is on a fast track to becoming the worldwide market leader β donβt miss it!
We are looking for a customer-obsessed, technically strong Hands Free Engineer to join our expanding Hands Free team.
If you thrive in dynamic environments, enjoy ownership, and want to be part of a true Cloud Network Security rocket ship β this role is for you.
Responsibilities
- Work in 24/7/365 environment.
- Own Hands Free change tickets end-to-end - from customer communication and technical analysis to implementation and follow-up.
- Proactively track and manage customer requests according to Catoβs defined SLAs.
- Help standardise implementation quality by improving runbooks, templates, peer review practices, and execution procedures.
- Play a key role in building, scaling, and continuously improving Catoβs Managed Hands Free service.
- Participate in cross-functional projects and customer onboarding initiatives.
- Lead customer welcome calls, introduce the Hands Free service, and support smooth onboarding.
- Act as a central point of contact between customers, Support, and Field Engineering teams, with a deep understanding of customer business use cases.
- Drive operational excellence by reviewing, challenging, and creating processes and procedures as the service evolves.
Requirements
- Availability to work 5 shifts per week, including weekends β Required
- More than 3 Years Experience as a Support Engineer (Tier 1β2), IT/System Administrator, NOC, or Network Operations Engineer in networking, cloud, or security-focused environments β Required
- Excellent verbal and written communication skills in English β Required
- Strong networking fundamentals, including TCP/IP, firewalls, and proxy technologies.
- Hands-on experience with ISP environments, DNS, DHCP, NAT, HTTP/HTTPS.
- Experience working with Cloud and SaaS platforms β an advantage
- Familiarity with network and security protocols and industry standards.
- Ability to operate independently, take ownership, and adapt quickly in a fast-paced, high-growth environment.
- Proven ability to multitask and manage multiple customer requests simultaneously.
- Comfortable working with globally distributed, cross-cultural teams.
