Technical Account Manager

We are looking for a customer focused and intelligent Technical Account Manager (TAM) to directly support 1 to 2 customers in a T3 Engineer Level of Product Support. In this role, you will be engaging with our customers during the post sales process as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN. Today. 

This REMOTE position is open to candidates based in the Netherlands

  Responsibilities  

• TAM is a Dedicated Support Engineer that will be the trusted advisor that deeply understanding the customers business and aligning their needs with Cato’s solution 

• Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues 

• Proactively review and deliver account status in a weekly call with the customer including the review of the planned upgrades and maintenance notifications 

• Proactively review the customer account to recommend enhancements to configuration, EA program sponsorship, and any feature that will enhancement to the overall customer experience 

• Build relationships with the customer in being an extension of their team by providing Cato support, training, and EA & RFE communication management 

• Project manage the deployment process of any Cato solutions where the TAM would be expected to manage the communication, schedule, and implementation process 

• Technical escalations point for the customer technical support 

• Expected to be available to be on call when contacted by dedicated customer accounts for business impact P0/P1 escalations during non-operational hours 

• Facilitate QBR sessions with the customer and the Cato Product and Services teams 

• Mentoring support engineers across the Cato Support Organization 

• Contribute to the ever-expanding knowledge and best practices articles on an on-going basis 

• Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS, and Product Management on customer issues

• Be a part of building, improving, and expanding Cato’s Global Support Services 
• Ensuring keep Cato values are kept by keeping a positive and “can-do” attitude 

Requirements 

• 8 to 10 years of combined experience in Support Engineer /Technical Account Manager/Pre-Sales background from web/network/information - Security companies - Required 

• Experience in managing project deployment of a Cloud or SaaS technology 

• Proven ability to build a strong relationship with the customer in a support or service setting 

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

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

• Experience working with a Cloud, SaaS technology provider is a plus 

• Familiarity with VPNs, IPSec, security protocols, and standards 

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

• Ownership of an account and knowing the customer 

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

• Ability to work effectively and thrive in a fast-paced environment 

• Ability to work with a globally dispersed and cross-cultural team 

#LI_HE1