Product Support Manager

About the role

Cato Networks is looking for a Product Support Manager to lead a world‑class Technical Support team that backs all of its cloud networking and security offerings. You will drive service excellence, manage day‑to‑day support operations, and partner with product, engineering, and sales teams to resolve customer issues and improve the overall support experience.

Key responsibilities

• Lead, hire, and develop a high‑performing support engineering team, managing resources, productivity, and attrition.
• Assess performance continuously, create improvement plans, and implement solutions to sustain high service levels.
• Serve as the primary escalation point for customer issues, collaborating with Product, Engineering, Customer Success, and Sales.
• Oversee case management from detection through resolution, ensuring timely and satisfactory outcomes.
• Evaluate and refine support processes, technology, and organizational skills to identify improvement opportunities.
• Work with the Global Support team to build consistent, friction‑less processes across regions.
• Present quarterly business reviews for the region and support sales with premium support opportunities.
• Provide after‑hours escalation support as needed.

Required profile

• Proven experience managing technical support teams in a fast‑growing environment.
• Strong ability to drive continuous improvement and operational excellence.
• Excellent cross‑functional collaboration skills with product, engineering, and sales stakeholders.
• Leadership mindset with a hands‑on approach to problem solving.
• Ability to motivate teams, manage training, and handle attrition effectively.

Required skills

What we offer

• Opportunity to work at a market‑leading SASE company.
• Exposure to cutting‑edge cloud networking and security technologies.
• Dynamic, fast‑paced environment with strong growth potential.