Services Team Lead

Welcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeam, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028. This is your opportunity to get on the rocket ship and join a company that is building a cutting‑edge enterprise network and secure cloud platform, and is on a fast track to becoming the worldwide market leader – don’t miss it! We are looking for a customer‑focused Team Leader of Services Team to join our support team. In this role you will be leading a team of remote Services Engineers and engaging with our customers during the post‑sales process, evaluation, onboarding, and throughout the ongoing customer lifecycle. Day‑to‑day responsibilities include interfacing with multiple teams from different business areas, network engineering and management as a team representative on major incident bridges. You will lead the team that monitors, supports, and troubleshoots a large complex data network infrastructure using network monitoring and management tools. We’re looking for managerial experience, a strong understanding of core networking and cloud technologies, switching and internet routing, network analysis and packet capture tools, and knowledge of wireless, firewalls and proxies. Responsibilities 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 the 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. Conduct 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 team’s advocate internally while effectively collaborating with product management, engineering, sales, and finance. Help build and expand the Services team in the APJ, EMEA and NAM regions. Identify opportunities for improvement and lead internal projects to implement the required changes to address those gaps. Requirements Previous experience as a manager/leader of at least 2 years. Previous experience as a Support Engineer (Tier 1 in security companies) or 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. Strong computer skills with an emphasis on networking and TCP/IP. Familiarity with VPNs, IPSEC, security protocols, and standards. Great troubleshooting abilities and passion for diving into complicated technical problems in real production environments. Experience working with cloud or SaaS technology providers – advantage. Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks. Ability to work effectively and thrive in a fast‑paced environment. Flexibility to work with a globally dispersed, cross‑cultural team. Team player. Ready to participate in escalation on‑call duty to assist with out‑of‑hours services management escalation. Fluency in English (written and spoken). *We operate in a hybrid model, requiring three days in the office. *Location: NR7, Náměstí republiky, Prague, Czech Republic. #J-18808-Ljbffr Cato Networks LTD