Customer Success Engineer

As a Cato Professional Services Customer Success Engineer, you will be a trusted advisor focused on our most strategic customers where you will guide them through the everboarding lifecycle of their Cato SASE implementation. You will provide assigned customer(s) with technical guidance and direction on the operations and optimization of their Cato SASE implementation following Cato best practices to ensure it is optimally performing and providing maximum business value for their investment. You will also facilitate awareness of new feature enhancements and collaborate with your Customer Success peers to drive new product adoption.

Curiosity – You have a desire to truly understand our customers' business needs.

Creativity – You can find a sustainable path to yes.

Empathy – You connect at a human level with our customers, and you genuinely care

Responsibilities:

· Maintain expert-level implementation proficiency and the ability to implement any Cato product independently while keeping abreast of the dynamic SASE and enterprise IT infrastructure landscape.

· Develop meaningful relationships with key customer stakeholders and their partners, adopting a consultative and prescriptive approach that inspires trust and confidence.

· Assist customers with configuration and implementation of Cato SASE services and functions, expanding use of existing services and deployment of new services.

· Provide the customer with ongoing guidance for all product updates and service updates to ensure awareness of any impact to their environment and facilitate implementation of enhancements to drive further value.

· Coordinate and facilitate ongoing enablement of Cato SASE features and functionality with various customer IT departments and partners

· Facilitate support tickets to ensure proper prioritization and timely resolution of any platform issues

· Collaborate with greater professional services team to help synthesize experiences and trends observed in the field into repeatable technical best practices in collaboration with other Cato functions.

· Collaborate with Customer Success team to identify potential account growth opportunities.

· Foster collaboration with our product, support and engineering teams and provide feedback from the field on features and functionality.

Requirements:

· 5+ years of experience working in a multi-vendor IT infrastructure environment as an engineer ideally responsible for solution operations and/or engineering.

· 5+ years of hands-on experience in network routing (e.g., static, BGP, OSPF, etc.) and switching plus at least three years in one or more of the following domains:

o Firewalls & Proxy Services

o Secure Web Gateway, CASB, DLP, RBI

o Identity & Privilege Management Integration (e.g., SSO, SAML, SCIM, LDAP)

o Intrusion Prevention Systems

o Networking Packet Analysis, Web Browser Diagnostics

· 3+ years of experience in a customer-facing role (e.g., consulting, professional services, pre-sales, managed services) for a high-tech software or technology vendor.

· Knowledge of and experience in deploying IT infrastructure services in an enterprise environment in a secure manner following industry best practices and standard security frameworks (e.g., PCI-DSS, NIST, ISO, COBIT, HITRUST, GDPR).

· Experience with implementing and/or managing network infrastructure with one or more of the major public cloud service providers (e.g., AWS, Azure, GCP)

· Exposure to web-based APIs and scripting languages

· Excellent customer interaction and presentation skills with ability to clearly articulate to diverse audiences, delivering the message in a manner which is concise and professional.

· Ability to influence and persuade at all levels, gaining a ‘Trusted Advisor’ status with key stakeholders.

· Excellent troubleshooting and problem-solving skills with an innate ability to methodically get to the root of issues.

· Must be very well organized and work effectively in an agile and fast-paced environment.

· Comfortable working within a geographically distributed and diverse team for a hypergrowth global organization.

· Relevant industry-recognized certification from major security and network vendors is a plus (e.g., CCNP/CCIE, JNCIP/JNCIE, CISSP).

· Ability to travel up to 20% of the time for customer on-site meetings and various company meetings.

· Fluency in English is required.