Services Team Lead

ABOUT THE ROLE We are seeking a highly skilled Services Team Lead to join our team at Cato Networks. As a key member of our support team, you will be responsible for leading a team of remote Services Engineers and engaging with our customers throughout their lifecycle. This is a unique opportunity to join a cutting-edge enterprise network and secure cloud platform company that is on a fast track to becoming the worldwide market leader. WHAT YOU'LL DO As a Services Team Lead, your primary responsibilities will include: - Managing a remote team of services engineers for Cato Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback. - Leading and participating in the hiring process for new team members. - Acting as a point of escalation for complex technical issues and customer service challenges. - Providing technical guidance and mentorship to team members. - Implementing, improving, and monitoring the team's processes to enhance efficiency and customer satisfaction. - Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures. - Owning and managing customer issues and seeing problems through to resolution. - Acting as a customer and team advocate internally while effectively collaborating with internal teams, including product management, engineering, sales, and finance. - Building and expanding the Services team in the APJ, EMEA, and NAM regions. - Identifying opportunities for improvements and leading internal projects to address those opportunities and gaps. WHAT YOU'LL NEED To be successful in this role, you will need: - At least 2 years of experience as a manager or leader. - Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years. - Hands-on experience with incident and change management ticket handling processes. - Excellent oral and written communication skills with a passion for working with customers. - Strong computer skills with an emphasis on Networking & TCP/IP. - Familiarity with VPNs, IPSEC, security protocols, and standards. - Great troubleshooting abilities and a passion to dive into complicated technical problems in real production environments. - Experience working with Cloud, SaaS technology provider – Advantage. - Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks. - Ability to work effectively and thrive in a fast-paced environment. - Flexibility to work with globally dispersed, cross-cultural teams. - Fluency in English (written and spoken). WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere while still being part of a dynamic and innovative team. You will have the opportunity to work with a globally dispersed, cross-cultural team and contribute to the growth and success of Cato Networks. BENEFITS Cato Networks offers a competitive salary and benefits package, including a health plan, parental leave, education stipend, and life insurance.