Support Enablement Engineer
Cato Networks is the converged network and security cloud for the AI era.
As AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI’s potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents.
Join us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide.
We’re looking for a highly motivated Support Enablement Engineer to join our amazing team. As a member of the Support Enablement team, you will play a critical role in enabling Support Engineers to execute all technical aspects of their job and will work to maximize the support organization’s effectiveness.
Responsibilities
- Advocate for support and customer needs with R&D and Product teams during feature development, as well as retroactively for existing technologies.
- Identify and understand support inquiries and challenges, act as their technical focal point, and work to fill knowledge gaps.
- Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
- Own and drive the delivery of technical content and knowledge-sharing initiatives to the global Support team.
- Provide guidance on product features and how they work through the creation of technical content.
- Design and create technical onboarding and everboarding training content.
Requirements
- At least 2 years of experience as a Tier 2–3 Support Engineer in a web, networking, or information security company, or equivalent experience as a Technical Account Manager or Pre-Sales Engineer.
- Experience working with networking or security software solutions, with an emphasis on networking, TCP/IP, firewalls, and proxy servers – required.
- Strong English communication skills, both verbal and written – required.
- Excellent communication and presentation skills, with the ability to clearly articulate complex topics to different audiences in a concise, professional, and compelling manner.
- Ability to provide constructive criticism and feedback, and use it to advocate for customer, partner, and support needs with different departments across the company.
- Experience working in a Knowledge Management or Knowledge team, or proven experience creating technical guides and knowledge-base articles – an advantage.
- Great troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
- Team player, responsible, and well-organized.