Support Delivery Manager
The Support Delivery Manager at Cato Networks plays a pivotal role in overseeing the technical support operations for a rapidly growing, cutting-edge network security company. The role is embedded within the Customer Success and Support team, acting as a key operational link between customers, internal teams, and technical experts in a dynamic, fast-paced enterprise environment. Cato Networks is recognized as a global innovator in SASE (Secure Access Service Edge) technology, serving enterprises worldwide with robust, cloud-native network and security solutions.
Day-to-day, the Support Delivery Manager is responsible for ensuring the effective performance of the support team, managing ticket queues, and driving the resolution of complex technical incidents. The role involves resource planning, overseeing escalations, and coordinating with engineering and product teams to address customer needs. This manager is accountable for key support metrics, such as response times and customer satisfaction scores, and implements processes that optimize team efficiency and service delivery.
Candidates should have substantial experience in support operations, preferably in the networking or security technology sectors. Essential qualifications include a strong technical background, proven management or team leadership experience, and the ability to thrive in a customer-facing environment. Excellent communication skills, project management capabilities, and a systematic approach to problem-solving are also required. Familiarity with industry-standard tracking tools and ITIL processes is considered highly beneficial.
The position offers a competitive compensation package, comprehensive benefits, and opportunities for professional development. Employees enjoy access to wellness programs, flexible working options, and participation in company events that foster team camaraderie and engagement.
Cato Networks promotes a culture of innovation, inclusiveness, and career advancement. Team members are encouraged to contribute ideas, participate in ongoing training, and grow alongside the company. This is an excellent opportunity for leaders seeking to impact global enterprise support within a market-leading technology company.