Product Support
Support Operations Manager
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!
As part of the Support Operations team, the Support Operations Manager will own and continuously improve end-to-end processes, systems, and operational capabilities across the global Support organization. The Support Operations Manager will also own key Support systems, tools, and technical knowledge platforms, ensuring they effectively support consistent, efficient, and high-quality Support operations.
Responsibilities
Responsibilities
- Own and continuously improve end-to-end Support processes across the global organization, including operational workflows, technical knowledge processes, systems, and tools.
- Proactively assess existing processes and systems, identify operational gaps, bottlenecks, inefficiencies, and inconsistencies, and lead initiatives to address them.
- Lead Support Operations projects and process improvements from requirements gathering and solution design through implementation, rollout, adoption, and ongoing optimization.
- Own Support platforms such as Zendesk, Aircall, and related solutions, including system enhancements, integrations, migrations, new tool implementations, and replacement initiatives.
- Translate business and operational requirements into scalable process and system solutions, working closely with Support leadership, Information Systems, IT, and other technical and non-technical stakeholders.
- Design, configure, or coordinate changes to Support workflows, automations, custom applications, and integrations, while following established standards and best practices.
- Validate system changes and solutions to ensure they meet business requirements, function as intended, and support successful adoption.
- Support day-to-day operations by resolving complex system and process issues, managing dependencies, and responding to operational requests as needed.
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 practical and scalable solutions.
- Strong systems literacy and an understanding of how data flows across CRM, Support, and business systems such as Salesforce.
- Understanding of Support operations 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 effectively with stakeholders across different teams, adapt to a rapidly changing environment, and contribute as a hands-on team player with a strong customer-oriented mindset.
- Experience working with support platforms such as Zendesk, Aircall, or similar tools β an advantage.
