Services Engineer Level 2

About the company

Cato Networks provides a cloud-native SASE platform that converges SD-WAN, global backbone, WAN/LAN security (ZTNA, SSE, XDR, IPS), AI-driven automation, and managed connectivity for sites, users, and cloud resources.

About this role

<div class="content-intro"><p><strong>Welcome to the future of cloud networking and security!&nbsp;&nbsp;</strong></p> <p><span data-olk-copy-source="MessageBody">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.<br><br>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!</span></p> <p>&nbsp;</p></div><p><span data-contrast="auto">We are looking for a customer-obsessed, technically strong Services Engineer Level 2 to join our expanding Hands Free team.&nbsp;</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">&nbsp;</span></p> <p><span data-contrast="auto">If you thrive in dynamic environments, enjoy ownership, and want to be part of a true Cloud Network Security rocket ship — this role is for you.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">&nbsp;</span></p> <p><span style="text-decoration: underline;"><strong>Responsibilities</strong></span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Work in&nbsp;24/7/365 environment.</span></li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Own Hands Free change tickets end-to-end - from customer communication and technical analysis to implementation and follow-up.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Proactively track and manage customer requests according to Cato’s defined SLAs.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Help standardise implementation quality by improving runbooks, templates, peer review practices, and execution procedures.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Play a key role in building, scaling, and continuously improving Cato’s Managed Hands Free service.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Participate in cross-functional projects and customer onboarding initiatives.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Lead customer welcome calls, introduce the Hands Free service, and support smooth onboarding.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Act as a central point of contact between customers, Support, and Field Engineering teams, with a deep understanding of customer business use cases.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Drive operational excellence by reviewing, challenging, and creating processes and procedures as the service evolves.<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">&nbsp;</span></li> </ul> <p><span style="text-decoration: underline;"><strong>Requirements</strong></span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Availability to work&nbsp;5&nbsp;shifts per week, including weekends — Required</span></li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">More than 3 Years Experience as a Support Engineer (Tier 1–2), IT/System Administrator, NOC, or Network Operations Engineer in networking, cloud, or security-focused environ