Product Support Team Lead

hace 1 mes

Bogotá, Bogotá D.E., Colombia EMAPTA A tiempo completo
Empower Cybersecurity Resilience and Guide Product Support to Secure Digital Well-Being

Cybersecurity is a top priority for organizations, and Cato Networks is at the forefront of this field. As a Product Support Team Lead, you will play a crucial role in guiding a team of remote engineers to ensure seamless customer engagement during post-sales, evaluation, and onboarding. The ideal candidate has strong managerial skills, expertise in networking and cloud technologies, and can lead troubleshooting efforts to support cutting-edge SD-WAN innovations.

The Command Center

As a Product Support Team Lead, you will be responsible for managing a remote team of technical support engineers for CATO Networks customers worldwide. You will provide technical support for CATO Networks customers globally, own and manage customer issues, and research, diagnose, troubleshoot, and identify solutions to resolve customer issues while maintaining a positive, "can-do" attitude.

  • Manage a remote team of technical support engineers for CATO Networks customers worldwide.
  • Provide technical support for CATO Networks customers globally.
  • Own and manage customer issues, ensuring problems are resolved effectively.
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues while maintaining a positive, "can-do" attitude.
  • Serve as a focal point for customer needs and become a trusted advisor by deeply understanding their business and aligning their needs with our solutions.
  • Act as a customer advocate internally while collaborating effectively with internal teams, including product management, engineering, sales, and finance.
  • Track and monitor customer status to identify areas of concern and growth opportunities.
  • Contribute to building and expanding the company's Global Support Services.
Requirements

The ideal candidate has the following skills and experience:

  • Previous experience as a manager/leader is preferred.
  • Previous experience as a Support Engineer.
  • Strong computer skills with an emphasis on Networking and TCP/IP.
  • Knowledge of firewalls and proxy servers is an advantage.
  • Familiarity with VPNs, IPSEC, security protocols, and standards.
  • Excellent troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
  • Experience working with cloud or SaaS technology providers is an advantage.
  • Excellent oral and written communication skills with a passion for working with customers.
  • Ability to adapt and work efficiently in a rapidly changing dynamic environment, managing multiple simultaneous tasks.
  • Ability to work effectively and thrive in a fast-paced environment.
  • Ability to collaborate with globally dispersed, cross-cultural teams.
  • Strong team player.

Education: A degree in Systems Engineering or a related field is preferred.

Tech Stack: Networking and TCP/IP, VPNs, IPSEC, security protocols, and standards.

Plus: Experience working with cloud or SaaS technology providers is an advantage. Soft skills related to Service Delivery Management. Experience in Tier 1 security companies is a significant plus.

Benefits

As a Product Support Team Lead at Emapta Latam, you will enjoy the following benefits:

  • Enjoy a five-day workweek with flexible scheduling.
  • Access to premium healthcare with prepaid medical coverage.
  • High-quality work items provided, including a laptop, mouse, and headset.
  • Benefit from an indefinite-term contract and the chance to monetize extra vacation days.
  • Develop your career with direct client exposure and hands-on growth opportunities.
  • Thrive in a diverse, supportive workplace, with prime office locations in Bogotá and Medellín.
  • Expand your skills with upskilling opportunities through Emapta Academy.

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