Product Support Team Lead

Empower Cybersecurity Resilience and Guide Product Support to Secure Digital WellBeing

Cybersecurity is vital; Cato Networks makes digital safety a reality. Our client is at the cutting edge of cybersecurity and networking transforming the way organizations secure their digital landscapes. By pioneering the convergence of network and security into a cloudnative solution they empower businesses to connect users safely to any application anywhere. Their innovative approach aligns with Gartner s Secure Access Service Edge (SASE) framework delivering optimized protection without the complexity of traditional systems. Joining their team means embracing a workplace that values wellbeing sustainability and personal growth. With a culture that champions worklife balance and offers diverse career development opportunities our client ensures you can thrive professionally while experiencing harmony and fulfillment in your life.

Job Overview

As a Product Support Team Lead you will guide a team of remote engineers ensuring seamless customer engagement during postsales evaluation and onboarding. The ideal candidate has strong managerial skills expertise in networking and cloud technologies and can lead troubleshooting efforts to support cuttingedge SDWAN innovations.

• Manage a remote team of technical support engineers for CATO Networks customers worldwide.
  
• Provide technical support for CATO Networks customers globally.
  
• Own and manage customer issues ensuring problems are resolved effectively.
  
• Research diagnose troubleshoot and identify solutions to resolve customer issues while maintaining a positive cando attitude.
  
• Serve as a focal point for customer needs and become a trusted advisor by deeply understanding their business and aligning their needs with our solutions.
  
• Act as a customer advocate internally while collaborating effectively with internal teams including product management engineering sales and finance.
  
• Track and monitor customer status to identify areas of concern and growth opportunities.
  
• Contribute to building and expanding the company s Global Support Services.
  

Requirements

The Cyber Arsenal: MustHave Skills to Protect and Lead with Confidence

Requirements:

• Previous experience as a manager/leader is preferred.
  
• Previous experience as a Support Engineer.
  
• Strong computer skills with an emphasis on Networking and TCP/IP.
  
• Knowledge of firewalls and proxy servers is an advantage.
  
• Familiarity with VPNs IPSEC security protocols and standards.
  
• Excellent troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
  
• Experience working with cloud or SaaS technology providers is an 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 managing multiple simultaneous tasks.
  
• Ability to work effectively and thrive in a fastpaced environment.
  
• Ability to collaborate with globally dispersed crosscultural teams.
  
• Strong team player.
  

Education:

• A degree in Systems Engineering or a related field is preferred.
  

Tech Stack:

• Networking and TCP/IP VPNs IPSEC security protocols and standards.
  

Plus:

• Experience working with cloud or SaaS technology providers is an advantage.
  
• Soft skills related to Service Delivery Management.
  
• Experience in Tier 1 security companies is a significant plus.
  

Benefits

Security with Rewards

• Enjoy a fiveday workweek with flexible scheduling.
  
• Access to premium healthcare with prepaid medical coverage.
  
• Highquality work items provided including a laptop mouse and headset.
  
• Benefit from an indefiniteterm contract and the chance to monetize extra vacation days.
  
• Develop your career with direct client exposure and handson growth opportunities.
  
• Thrive in a diverse supportive workplace with prime office locations in Bogot and Medell n.
  
• Expand your skills with upskilling opportunities through Emapta Academy.
  

Your Future Team at Emapta Latam

Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our stateoftheart facilities competitive compensation and a supportive work environment that fosters professional growth. With over 720 clients worldwide and a team of nearly 7400 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.

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