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At Cato Networks, we have a team of veteran technology and security experts, looking to change the world. We believe that while good engineers can create simple solutions for complex problems, great engineers can make complex problems – simple.

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Support Enablement Engineer - Singapore

Location: APJ - Singapore  | Commitment: Full-time

About The Position

Cato Networks is the provider of the world’s first SASE platform, Cato SASE Cloud. SASE (Secure Access Service Edge) is the convergence of network and network security into a unified, global, and cloud-native service. You can read more about SASE here.



We’re looking for a highly motivated Support Enablement Engineer who is passionate about innovating on behalf of our internal customers, demonstrates a great deal of professional experience, and wants to have fun while they make history.



As a member of the Support enablement team, you will be working closely with global Support, R&D, and Product teams and will oversee the support technical teams and all projects they undertake, identify and handle gaps and inspire them to reach their goals. Key KPIs include: reducing the time to resolve customer inquiries, filling in knowledge gaps, reducing the time it takes to adopt new features, and increasing knowledge-base usage.



This is your opportunity to get on the rocket ship, and join a company that is building a cutting-edge enterprise network and security cloud platform, and is on a fast track to become the worldwide market leader – don’t miss it!



Responsibilities

  • Mentoring the Technical Support Teams, communicating and adhering to new procedures and goals
  • Motivating staff and creating a space where they can ask questions and voice their concerns
  • Design and drive delivery of ever-boarding deep dive training
  • Create deep dive and troubleshooting content for Support to reduce ticket resolution time and optimize use of resources
  • Monitoring support tickets and assisting with technical troubleshooting challenges and conducting quality control to reduce errors and improve procedures
  • Working effectively with other teams implementing strategies to increase profitability, productivity and overall experience


Requirements

  • Experienced Support Engineer (tier 2-3) background from web/network/information - Security companies – Required or equivalent Technical Account Manager/Pre Sales
  • Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers - Required
  • Excellent oral and written communication skills with a passion for guiding and mentoring support teams - Required
  • Great troubleshooting abilities and passion to dive into complicated technical problems - Required
  • Experience working with a Cloud, SaaS technology provider
  • Preferably someone with experience creating content and presentation skills
  • Familiarity with VPNs, IPSec, security protocols and standards
  • Team player, structured, responsible, and well-organized



catonetworks.com

Secure Access Service Edge (SASE) - Cato Networks

Learn about Secure Access Service Edge, a.k.a. SASE, a new enterprise networking technology category for convergence of network and security.



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