Support Engineer - Tier1

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, Exabeam, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028.

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 an innovative Tier 1 Support Engineer to join our Cato team. In this pivotal role, you will monitor, support, and provide advanced troubleshooting for a large, complex data network infrastructure, utilizing network monitoring and management tools. You'll collaborate closely with business area teams, network engineering, and management, representing the team during major incidents.

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:

• Provide technical support to CATO Networks customers globally.

• Take ownership of customer issues and manage them through to resolution.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues with a positive, proactive attitude.

• Serve as the primary point of contact for customer needs and become a trusted advisor by deeply understanding their business and aligning their needs with our solutions.

• Advocate for customers internally while effectively collaborating with product management, engineering, and sales teams.

• Track and monitor customer status, identifying areas of concern and growth opportunities.

• Contribute to the development and expansion of the company’s Global Support Services.

• Lead incident management and work closely with higher-tier teams to ensure effective resolution.

Requirements:

• Minimum of 1 year of experience as a Support Engineer in the Networking and Information Systems Security industry.

• Strong computer skills, especially in Networking, TCP/IP, Firewalls, and proxy servers.

• Familiarity with VPN, IPSEC, security protocols, and standards.

• Excellent troubleshooting skills and a passion for solving complex technical problems in real production environments.

• Outstanding oral and written communication skills with a passion for customer service.

• Fluency in 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-paced environment.

• Experience working with a globally dispersed, cross-cultural team.

• Team player with a creative, out-of-the-box approach.

• CCNA Certification or equivalent knowledge level is a must.

• Proficiency in analyzing Wireshark PCAPs.