Product Support Engineer Tier 3, EMEA

We are looking for a customer-focused and intelligent Product Support T3 Engineer to join our EMEA team. In this role, you will be engaging with our customers during the post-sales process as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN

Responsibilities: 

• Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues
• Mentoring support engineers across the Cato Support Organization
• Contribute to the ever-expanding Knowledge articles on an on-going bases
• Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS and Product Management on customer issues
• Be a focal point for the customer’s need as part of the Standard and Designated Support Engineer programs, by deeply understanding their business and aligning their needs with Cato’s solution
• Act as trusted advisor to all Cato Customers and as such gain a deep understanding of their business whilst aligning their needs with our solutions
• Track & monitor customer status and identify both areas of concern and growth opportunities
• Be a part of building, improving and expanding Cato’s Global Support Services
• Ensuring keep Cato values are kept by keeping a positive and “can-do” attitude

Requirements:

• Experienced Support Engineer (tier 3-4) or Strong experience in an Enterprise support role within a Network Security environment 
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Experience working with a Cloud, SaaS technology provider
• Familiarity with VPNs, IPSec, security protocols and standards
• Excellent oral and written communication skills with a passion for working with customers
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
• Ability to work effectively and thrive in a fast paced environment
• Ability to work with a globally dispersed, cross cultural team

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