Product Support Engineer T2, Japan

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.

Now we’re looking for a visionary and customer-focused Product Support T2 Engineer to join our team. In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today

Responsibilities:

Own and manage customer issues and see problems throughout resolution

Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude

Work directly with R&D and Product Management on customer issues upon full resolutions

Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions

Nurture the relationship with the customer through ongoing communication and periodic meetings

Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance

Monitor customer status and identify both areas of concern and growth opportunities

Be a part in building and expanding the company’s Global Support Services

Requirements:

Has 2-3 years or more experience working as a Support Engineer (tier2-3)/Network Engineer (required)

Knowledge of security concepts such as CASB, DLP, IPS (advantage)

Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers

Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP

Experience with VPNs, IPsec, BGP, security protocols, and standards

Familiarity with WAN/SD-WAN/ MPLS networks.

Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments

Experience working with Cloud, SaaS technology provider (advantage)

Excellent oral and written communication skills with a passion for working with customers

Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects

Ability to work with globally dispersed, cross-cultural team

Solid command of the Japanese and English languages (written and spoken)

#LI-NH1