PremiumSupportEngineer-NorthAmerica

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, Exabeam, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028. 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! The Premium Support Manager is a senior leadership role responsible for overseeing Support Delivery Managers (SDMs) and Technical Account Managers (TAMs). This leader is not a passive coordinator but an active driver who takes control of situations, shapes the narrative, and ensures outcomes are delivered. The Premium Support Manager steps in decisively when we are lacking momentum to progress, pulls the right stakeholders together, and pushes initiatives forward rather than waiting for direction. With a strong balance of technical depth, customer advocacy, and people leadership, the Premium Support Manager creates visibility, builds confidence at the executive level, and ensures consistent, high-quality delivery of support and account management services across strategic accounts. The role demands proactivity when needed including challenging assumptions, escalating assertively, and ensuring the team and company meet customer expectations. Key Responsibilities Lead, mentor, and develop SDMs and TAMs, ensuring clear responsibilities, career growth, and strong performance. Define team objectives, KPIs, and operational frameworks aligned with company strategy and customer success goals. Drive a culture of accountability, customer advocacy, and conti