Support Enablement 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 $200M+ 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 highly motivated Support Enablement Engineer who is passionate about training technical teams. This role focuses on developing and delivering advanced training and providing technical mentorship to higher-tier engineers. This role involves developing advanced training programs, handling feature testing and escalations with R&D, working closely with senior support staff, and driving technical excellence within the support organization.

As a member of the Support Enablement team, you will collaborate with global Support, R&D, and Product teams.

This position is based in Prague, Czech Republic, and involves working in a hybrid model.

• Hybrid model: 3 Days a week from the office, 2 days from home.
  
  

• Train the higher tier Support engineers on complex configurations, advanced troubleshooting and new product features.
• Discover and challenge systemic gaps within Support knowledge and Support processes
• Develop and lead specialized workshops and labs to deepen technical expertise among higher tier engineers.
• Create comprehensive troubleshooting and deep-dive content for Support to reduce ticket resolution time and optimize resource use.
• Collaborate with headquarters in the testing of new product features and provide feedback on their supportability.
• Develop troubleshooting training for new features based on testing results and ensure support engineers are well-prepared for upcoming changes.
• Assist in resolving complex technical issues found in the field, providing guidance and expertise as needed.
• Provide feedback and development plans to support leadership to ensure continuous improvement.
  
  

• Experienced Support Engineer (Senior Tier 3/Tech Lead) background from web/network/information security companies – Required.
• Strong computer skills with an emphasis on Networking, TCP/IP, TLS, Firewalls, and proxy servers – Required.
• Excellent oral and written communication skills with a passion for guiding and mentoring support and partner teams – Required.
• Great troubleshooting abilities and a passion for diving into complicated technical problems – Required.
• Proven experience in content creation, including developing training materials, knowledge base articles, and technical documentation – Required.
• Experience working with a Cloud, SaaS technology provider.
• Familiarity with VPNs, IPSec, security protocols, and standards.
• Team player, structured, responsible, and well-organized.
• Fluent in English, both written and spoken.