Tier 3 Product Support Engineer

About the role

Cato Networks is seeking a visionary, customer‑focused Tier 3 Product Support Engineer to engage with customers throughout evaluation, onboarding and the ongoing lifecycle. The role is based in Prague and follows a hybrid work model.

Key responsibilities

• Own and manage customer issues from initial contact through resolution, coordinating with R&D and Product Management.
• Research, diagnose, troubleshoot and provide solutions while maintaining a positive attitude.
• Act as a customer advocate internally, collaborating with product, engineering and sales teams.
• Track customer status, identify concerns and growth opportunities, and contribute to improving global Support Services.

Required profile

• Experienced Support Engineer (Tier 3‑4) or Technical Account Manager with background in web/network/information security.
• Strong analytical and troubleshooting abilities in production environments.
• Excellent oral and written communication skills and ability to work in a fast‑paced, dynamic, globally dispersed team.

Required skills

• Networking, Routing, TCP/IP, Firewalls, Packet Analysis.
• VPN, IPSec, security protocols and standards.
• Experience with Cloud and SaaS technology providers.