Support Ops 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. Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner.

Cato is the brainchild of networking and security pioneers Shlomo Kramer (Check Point, Imperva) and Gur Shatz (Incapsula.) Cato Networks has raised $773 million dollars since 2015, achieving Centaur status with $100M+ in ARR, and a valuation of $3 billion dollars.

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 – don’t miss it!

We’re looking for a Support Operations Engineer to join the Product Support team. As a Support Operations Engineer, you will play a critical role in optimizing the efficiency of our support team. You will be responsible for creating and implementing the improvements to support processes, tools, and systems to ensure timely resolution of customer issues. You will collaborate closely with various teams from our business areas as well as Support and Engineering, to streamline workflows and drive continuous improvement.

Responsibilities

• Evaluating Cato product support day-to-day processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Leading ongoing reviews of business efficiency, analyze support metrics and develop optimization strategies.
• Translate business requirements of support to generate reports and insights to dive decision-making and continuous improvement initiatives.
• Updating, and maintaining documentation procedures.
• Act as a product support advocate internally while effectively collaborating with internal teams including engineering, IT and IS.
  
  

• 3 years experience as Support Engineer role at SaaS company.
• Full stack development experience programming in one or more of the following languages: Python, JavaScript, React
• Great problem solving abilities and passion to dive into complicated technical problems.
• Customer service oriented
• Able to self-learn new skills and technologies
• A team player with excellent collaboration and communication skills.
• Fluent in English, both written and spoken.
• Experience working with ZenDesk, Redash (advantage)