Description

As a Support Delivery Manager at Cato Networks, you'll be the primary advocate for up to 4 strategic accounts, ensuring an exceptional support experience. You'll oversee ticket management, conduct technical reviews, and collaborate across teams to drive solutions and maximize product value.

Requirements

• Proven experience in customer-facing roles (Support Delivery Manager, TAM, or CSM)
• Strong understanding of technical support processes and escalation management
• Excellent communication skills to explain technical concepts to non-technical audiences
• Ability to manage multiple accounts and priorities simultaneously
• In-depth familiarity with Cato product and technical environment

Responsibilities

• Serve as primary point of contact for up to 4 strategic accounts
• Conduct regular technical reviews to analyze support trends and ticket resolution
• Oversee open support tickets, monitor trends, and ensure timely resolution within SLAs
• Act as main escalation point for critical customer issues
• Collaborate with Support, Engineering, and Product teams to streamline issue resolution