Escalation Manager NAM

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!

We are seeking a skilled and experienced Escalation Manager to join our NAM team. In this role, you will be responsible for managing and driving the resolution of complex customer issues related to our networking products and services. You’ll coordinate with cross-functional teams, communicate effectively with customers and partners, and ensure escalated issues are resolved in a timely and professional manner.

Responsibilities

• Act as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
• Collaborate with cross-functional teams (e.g., engineering, product management, customer support) to drive resolution efforts.
• Track and manage escalation progress, ensuring issues are resolved within established timelines.
• Maintain clear and consistent communication with internal stakeholders and customers throughout the escalation process, providing regular updates and setting appropriate expectations.
• Identify recurring issues or trends and work with relevant teams to implement process improvements that reduce future escalations.
• Oversee the development and delivery of customer-facing communications, including status updates, incident reports, and Root Cause Analysis (RCA) documentation.
• Prepare and present regular reports on escalated issues, root causes, and resolution timelines to senior leadership.
• Provide training and guidance to support teams on escalation procedures and best practices in issue resolution.
  
  

Requirements

• Minimum 5 years of experience as an Escalation Manager or in a similar role within the networking domain.
• At least 5 years of experience in technical support or customer-facing technical roles.
• Strong understanding of networking and security concepts, protocols, and technologies (e.g., TCP/IP, routing, switching, firewalls, VPNs).
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills with the ability to manage customer relationships effectively.
• Ability to work under pressure, manage competing priorities, and drive issues to resolution.
• Strong written and verbal communication skills required.
• Demonstrated ability to collaborate across teams and deliver results through clear communication and effective problem-solving.
• Relevant certifications (e.g., CCNA, CCNP, ITIL) are a plus
  
  

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.