greenhouse

Services Team Lead

Cato Networks

Republic, USA

Lead · 3+ years experience

Discovered 1 weeks ago

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Manage a remote team of services engineers for CATO Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback.
Lead and participate in hiring process for new team members.
Act as a point of escalation for complex technical issues and customer service challenges.
Provide technical guidance and mentorship to team members.
Implement, improve and monitor the team’s processes to enhance efficiency and customer satisfaction.
Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures.
Own and manage customer issues and see problems through to resolution.
Act as a customer and the teams advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Be a part of building and expanding the Services team in the APJ, EMEA and NAM region.
Identify opportunities for improvements and lead internal projects and implement the required changes to address those opportunities or gaps.

Previous experience as a manager\leader is required at least 2 years
Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years
Hands-on experience with incident and change management ticket handling processes
Excellent oral and written communication skills with a passion for working with customers - Must
Strong computer skills with an emphasis on Networking & TCP/IP
Familiarity with VPNs, IPSEC, security protocols and standards
Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
Experience working with Cloud, SaaS technology provider - Advantage
Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks

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