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, Exabeem, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $25 billion by 2027.
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!
Role Overview:
The Support Delivery Manager (SDM) is a customer-facing role that combines the strategic oversight of a Support Delivery Manager with the technical depth of a Technical Account Manager. The SDM acts as the customer’s trusted advocate and a hands-on technical partner. This role balances orchestration, communication, and escalation management with the ability to step into technical details when needed to drive faster resolution and maximize customer value.
Key Responsibilities:
· Serve as the primary point of contact and trusted advisor for assigned accounts, building long-term relationships with customer stakeholders.
· Oversee and coordinate support operations across Cato services (ILMM, NOCaaS, MDR, and Support), ensuring tickets are resolved within SLAs and trends are tracked.
· Take ownership of customer issues, contributing hands-on technical troubleshooting and validation when required.
· Run regular technical and service reviews, highlighting trends, escalations, and opportunities for improvement.
· Proactively review account health and configurations, recommending enhancements that improve stability, adoption, and overall customer experience.
· Act as the primary escalation point for urgent issues, driving cross-functional collaboration with Support, Product, Engineering, Sales, and Customer Success.
· Provide clear and timely communication on ticket status, resolution plans, upgrades, and maintenance activities.
· Deliver reporting on service trends, open issues, and business impact, and ensure RCAs are completed and shared.
· Support deployment projects as needed by managing schedules, communications, and implementation coordination.
· Advocate for customer needs within Cato, ensuring recurring issues or gaps are addressed in product or process improvements.
Key Skills and Requirements:
· 8–10 years of experience in technical support, TAM, SDM, or related roles in networking, security, or SaaS companies.
· Strong technical background with expertise in networking technologies including TCP/IP, routing, switching, VPNs, firewalls, and security protocols.
· Proven ability to troubleshoot complex issues in live production environments.
· Experience managing customer relationships in a support or service capacity, including executive-level communication.
· Familiarity with cloud and SaaS environments; project management experience is a plus.
· Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
· Strong organizational skills with the ability to manage multiple accounts and competing priorities.
· Proactive, assertive mindset with a track record of taking ownership and driving outcomes.
KPIs for the Role:
· Average resolution time for escalated support tickets.
· Reduction in ticket transfers across teams.
· Customer Satisfaction (CSAT) and overall account health.
· Product adoption and usage metrics.
· Successful execution of technical reviews and RCAs.
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
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