Product Support
Bot 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). Catoโs unique technology inspired a brand-new product category, later named โSASEโ 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 โ donโt miss it!
This role sits at the intersection of Support, technology, and business operations. It requires someone who understands customers and Support workflows, has the technical knowledge to evaluate the quality of the botโs responses, and can take a critical, data-driven approach to defining how success is measured and identifying where improvements are needed.
Responsibilities
- Own the ongoing monitoring and evaluation of the Support botโs performance and response quality.
- Define and track relevant KPIs and success metrics to provide clear visibility into the botโs effectiveness and identify areas for improvement.
- Review bot-generated responses and interactions to identify quality gaps, recurring issues, and opportunities to improve accuracy and effectiveness.
- Develop a structured approach for evaluating whether the bot is performing as expected, moving from individual conversation reviews toward consistent and scalable quality monitoring.
- Analyze bot performance from both a technical and business perspective, considering response accuracy as well as the impact on Support operations and customer experience.
- Work closely with Support teams and relevant stakeholders to understand real-world use cases, feedback, and operational needs.
- Identify trends and improvement opportunities based on bot interactions and translate them into actionable recommendations.
- Support the continued evolution of the bot as its role within the Support workflow expands and becomes increasingly automated.
- At least Tier 2-level technical Support knowledge; Tier 3-level experience is a strong advantage.
- Experience with networking and/or security environments.
- Strong understanding of technical Support environments and the ability to assess the accuracy and quality of technical responses.
- Experience working directly with customers and a strong understanding of customer needs and Support workflows.
- Ability to combine technical understanding with business and operational thinking.
- Strong analytical and critical-thinking skills, with the ability to define meaningful KPIs and evaluate performance objectively.
- Ability to identify quality gaps, recurring patterns, and areas for improvement and translate them into actionable recommendations.
- Strong ownership mindset and the ability to independently build structure and processes in an evolving area.
- Experience in Support, Support Operations, Premium Support, Professional Services, or a similar customer-facing technical environment.
