Job Description
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. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeem, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $25 billion by 2027.
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 are looking for a customer-focused and intelligent Technical Account Manager (TAM) to directly support 1 to 2 customers in a T3 Engineer Level of Product Support. In this role, you will be engaging with our customers during the post sales process as the ongoing customer lifecycle continues.
This role is based in Prague, Czech Republic, and follows a hybrid work model: three days per week in the office and two days working from home.
Responsibilities
- TAM is a Dedicated Support Engineer that will be the trusted advisor that deeply understanding the customers business and aligning their needs with Cato’s solution
- Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues
- Proactively review and deliver account status in a weekly call with the customer including the review of the planned upgrades and maintenance notifications
- Proactively review the customer account to recommend enhancements to configuration, EA program sponsorship, and any feature that will enhancement to the overall customer experience
- Build relationships with the customer in being an extension of their team by providing Cato support, training, and EA & RFE communication management
- Project manage the deployment process of any Cato solutions where the TAM would be expected to manage the communication, schedule, and implementation process
- Technical escalations point for the customer technical support
- Expected to be available to be on call when contacted by dedicated customer accounts for business impact P0/P1 escalations during non-operational hours
- Facilitate QBR sessions with the customer and the Cato Product and Services teams
- Mentoring support engineers across the Cato Support Organization
- Contribute to the ever-expanding knowledge and best practices articles on an on-going basis
- Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS, and Product Management on customer issues
- 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
- 8 to 10 years of combined experience in Support Engineer /Technical Account Manager/Pre-Sales background from web/network/information - Security companies - Required
- Experience in managing project deployment of a Cloud or SaaS technology
- Proven ability to build a strong relationship with the customer in a support or service setting
- Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers - Required
- Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments - Required
- Experience working with a Cloud, SaaS technology provider is a plus
- Familiarity with VPNs, IPSec, security protocols, and standards
- Excellent oral and written communication skills with a passion for working with customers
- Ownership of an account and knowing the customer
- 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 and cross-cultural team
