Product Support Engineer, Tier 1, Philippines

Cato Networks is seeking a visionary Support Engineer Tier 1 to join the Cato team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges

Responsibilities: 

• Provide technical support for CATO Networks customers around the world. 
• Own and manage customer issues and see problems throughout resolution. 
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and “can-do” attitude. 
• Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
• Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
• Track and monitor customer status and identify both areas of concern and growth opportunities.
• Be a part of a building and expanding the company’s Global Support Services.

Requirements:

• Strong will and aspiration in making the first step in the Networking and Information Systems Security industry.
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers.
• CCNA Certification or equivalent knowledge level.
• Familiarity with VPNs, IPSEC, security protocols, and standards.
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
• Excellent oral and written communication skills with a passion for working with customers.
• Fluent English, both written and spoken
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks.
• Ability to work effectively and thrive in a fast paces environment.
• Ability to work with globally dispersed, cross-cultural team 
• Team player
• Commitment required for a minimum of 5 shifts a week as well during weekends and public holidays.
• Experience working with Cloud, SaaS technology provider- Advantage.
• Previous experience as a Support Engineer (Tier 1– security companies) - Advantage.

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