Product Support Manager

About the Role

Cato Networks is building a cloud-delivered platform that combines enterprise networking and security in one global service. Founded by networking and security leader Shlomo Kramer, the company helped define the SASE category and operates in a market projected to reach $28.5 billion by 2028. This role is an opportunity to join a fast-growing organization working toward global market leadership.

What You Will Do

The Product Support Manager will lead a highly technical support organization responsible for all Cato offerings. The role includes guiding a growing team of Support Engineers, driving strategic transformation initiatives, and shaping support operations to deliver strong service quality. You will report to the Director, Product Support APJ and oversee day-to-day product support activities, including deployment, integration, and customer issue resolution.

You will partner closely with teams across Product, Engineering, Customer Success, and Sales to address customer concerns and improve the overall experience. The position also involves building scalable support practices, knowledge resources, and service methodologies while staying available for escalations outside regular working hours.

Responsibilities

• Lead team operations, including hiring, coaching, productivity improvement, resource allocation, motivation, attrition management, and training.
• Review team performance regularly, create improvement plans, and put solutions in place to strengthen results and long-term effectiveness.
• Work with Product, Engineering, Customer Success, and Sales on customer-impacting issues and act as a key escalation contact.
• Own case handling from issue detection through resolution, especially for customer dissatisfaction cases, to improve account-level experience.
• Assess existing processes, tools, and team capabilities to find opportunities to improve support delivery.
• Partner with the wider Global Support organization to create scalable, smooth, and consistent processes across regions.
• Present quarterly business reviews for the region and support sales presentations related to premium support offerings.
• Provide hands-on leadership across all support functions and help the team grow with the business.
• Remain available for after-hours escalation handling.

Requirements

• Bachelor’s degree or postgraduate qualification in Computer Science, IT Management, or a similar field, or equivalent practical experience.
• At least 8 years of technical support experience, including 3+ years in a support management position.
• Background in networking and security technologies.
• Proven success supporting SaaS platforms with multiple offerings and/or enterprise products for large enterprise IT environments and mission-critical systems.
• Strong ability to prioritize customer issues, escalate appropriately, and drive fast resolution while taking complete ownership of outcomes.
• Excellent written, verbal, and presentation communication skills.
• Ability to lead change by building alignment and gaining support for new initiatives.
• Demonstrated success in defining support metrics, creating KPIs, and monitoring performance indicators.

Additional Information

This position is based in Singapore and follows an onsite work arrangement. It is a full-time role.

About the Employer

Cato Networks is focused on cloud networking and security, backed by experienced industry leadership and recognized for creating technology that helped establish the SASE market.