Product Support Engineer, Tier 3

About the role

Cato Networks is seeking a visionary, customer‑focused Product Support Engineer (Tier 3) to join its Cloud Network Security team in Tokyo. You will engage with customers throughout the post‑sales lifecycle, from evaluation and onboarding to ongoing support, helping them secure their networks in the AI era.

Key responsibilities

• Own and manage customer issues from identification through resolution, maintaining a positive, “can‑do” attitude.
• Research, diagnose, troubleshoot, and provide solutions, collaborating directly with R&D and Product Management.
• Act as a trusted advisor, building strong relationships through regular communication and meetings.
• Advocate for customers internally while coordinating with product, engineering, sales, and finance teams.
• Monitor customer health, identify concerns, and spot growth opportunities.

Required profile

• 2‑3 years of experience as a Support Engineer (Tier 2‑3) or Network Engineer.
• Excellent oral and written communication skills in Japanese and English.
• Strong troubleshooting ability in real production environments.
• Ability to work efficiently in a fast‑changing, global, cross‑cultural team.

Required skills

• Networking fundamentals: TCP/IP, DNS, DHCP, NAT, HTTP/HTTPS, VOIP.
• Security protocols and concepts: VPNs, IPsec, BGP, firewalls, proxy servers, CASB, DLP, IPS.
• Experience with WAN/SD‑WAN/MPLS networks.
• Familiarity with cloud and SaaS technologies (advantage).