---
title: 'Support Delivery Manager - NA at Cato Networks'
canonical: 'https://feeny.ai/job/support-delivery-manager-na-cato-networks-united-states-vsf422a8dyet'
type: 'job'
last_seen: '2026-10-18'
---

# Support Delivery Manager - NA at Cato Networks

- **Company:** Cato Networks
- **Location:** United States
- **Posted:** 2026-10-14
- **Last confirmed live:** 2026-10-18
- **Apply:** https://www.catonetworks.com/careers/careers-post/4998985101?gh_jid=4998985101

## Job description

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 Support Delivery Manager (SDM) is a customer-facing role responsible for driving success and ensuring an exceptional support experience for up to 4 strategic accounts. Acting as the lead advocate for customers, the SDM collaborates across teams to oversee support operations, align on strategic objectives, and ensure customers achieve maximum value from the product.

The SDM stays on top of ticket statuses, drives solutions, and keeps communication clear and proactive. With a strong technical background, they help troubleshoot issues, spot trends, and guide customers through challenges. They also act as the main escalation point, run regular check-ins, and build solid relationships to ensure smooth collaboration.

## Key Responsibilities and Role Overview

- Serve as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders.
- Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization
- Offer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS, MDR and Support.
- Oversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs.
- Continuously assess ticket handling efficiency, response times, and resolution quality, recommending process improvements to enhance support effectiveness.
- Collaborate and bridge communication between Support, Engineering, and Product teams to streamline issue resolution
- Act as the primary escalation point for critical customer issues, ensuring resolution efforts align with business impact and urgency
- Communicate ticket progress, status updates, and resolution plans to customers clearly and promptly.
- Analyze trends in support tickets to identify recurring issues and advocate for product or process improvements.
- Provide Reporting on ticket trends and service overview.
- Ensure thorough Root Cause Analyses (RCAs) are conducted and shared with customers when applicable.
- Maintain customer-specific documentation to streamline ticket handling and improve efficiency

## Key Skills and Requirements

- Proven experience in customer-facing roles such as Support Delivery Manager, Technical Account Manager, or Customer Success Manager.
- Strong understanding of technical support processes and escalation management.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
- Ability to manage multiple accounts and priorities simultaneously.
- Experience in advocating for customer needs within internal teams, such as product or support.
- Strong problem-solving skills and a proactive mindset to drive results.
- In-depth familiarity with the Cato product and its technical environment.

KPIs for the Role

- Average resolution time for escalated support tickets
- Reduction in Ticket Transfers Between Teams
- Product adoption and usage metrics
- CSAT

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.

## #LI-GG1

## About Cato Networks

## Company Overview
- **One-liner**: Cato Networks provides the world’s leading single-vendor SASE (Secure Access Service Edge) platform, converging networking and security into a global, AI-powered cloud service.
- **Entity Type**: Private (Series G funded, valuation >$4.8B)
- **Headquarters**: Tel Aviv, Israel
- **Founded**: 2015
- **Founders**: Shlomo Kramer (Co-Founder & CEO) and Eyal Heiman (Co-Founder & CTO)

## Core Business
- **Primary industry**: Computer and Network Security (SASE, SD-WAN, Zero Trust, Cloud Security)
- **Target customers**: Enterprise organizations (B2B) of all sizes, from mid-market to large global enterprises
- **Mission or purpose statement**: To redefine enterprise security for the digital and AI era by simplifying infrastructure, unifying policy, and embedding security and AI into the digital business.

## Products & Services
- **Cato SASE Cloud Platform**: A cloud-native service that converges SD-WAN, network security (firewall, threat prevention), Zero Trust Network Access (ZTNA), Cloud Access Security Broker (CASB), Data Loss Prevention (DLP), and Digital Experience Monitoring (DEM) into a single, global, AI-powered cloud service.
- **Cato SSE (Security Service Edge)**: A standalone security offering that provides zero-trust protection, AI-driven incident detection, and data security independent of networking infrastructure.
- **Cato Next Gen Networking**: A software-defined, cloud-optimized networking solution for resilient, high-performance connectivity between users, sites, and clouds.
- **Cato AI Security**: A suite of capabilities securing AI interactions, including safe use of third-party AI, runtime protection of homegrown AI apps, and protection against agentic AI threats.
- **Unified Management (CMA) & Platform API**: A single-pane-of-glass management application and API for policy enforcement, monitoring, and automation.

## Market Standing
- **Valuation**: Over $4.8 billion (as of 2025)
- **Key Metric**: Over $350 million in Annual Recurring Revenue (ARR) in 2025, growing at 43% year-over-year.
- **Total Funding**: Over $1 billion raised since 2015 (Series G of $409M led by Vitruvian Partners and ION Crossover Partners in July 2025).
- **Notable Investors/Partners**: Greylock, Lightspeed Venture Partners, Aspect Ventures, U.S. Venture Partners, Swisscom Ventures, Vitruvian Partners, ION Crossover Partners.
- **Growth Signals**: Named a Leader in the 2025 Gartner® Magic Quadrant™ for SASE Platforms for the second consecutive year. Over 4,000 enterprise customers across thousands of global locations. Headcount grew 34.5% YoY to over 1,500 employees.

## Competitive Advantages
- **First-Mover & Category Creator**: Cato pioneered the SASE category, which Gartner later named, giving it deep expertise and a proven track record.
- **Unified Platform**: True single-vendor SASE with a single-pass engine, single data lake, and single policy enforcement, eliminating the complexity of managing multiple point solutions.
- **Global Cloud-Native Architecture**: A self-optimizing global cloud service that rapidly deploys new capabilities and maintains security posture without customer effort.
- **AI-Native Security**: Built-in AI for threat prevention, optimization, and governance of AI usage, positioning it for the next wave of enterprise security.
- **Strong Financials & Backing**: Over $1B in funding and a $4.8B+ valuation signal strong market confidence and long-term stability.

## Strategic Focus
- **SASE Convergence**: Driving the adoption of unified networking and security from the cloud, replacing legacy MPLS and disjointed security stacks.
- **AI Security**: Capitalizing on the growing need to secure and govern AI usage within enterprises, including agentic AI.
- **Global Expansion**: Expanding its employee base (25+ countries) and customer footprint, with strong presence in North America, Europe, and APJ.
- **Platform Depth**: Continuously adding new capabilities (e.g., XDR, DEM, AI Security) to deepen the platform’s value and increase customer stickiness.

## Why Work Here
- **High-Growth Environment**: The company is in a hypergrowth phase (43% ARR growth, 34.5% headcount growth), offering significant career advancement opportunities and the chance to work on cutting-edge technology.
- **Industry Leadership**: Employees work on a category-defining platform recognized by Gartner, with the chance to shape the future of enterprise security.
- **Experienced Leadership**: Founded by Shlomo Kramer (co-founder of Check Point and Imperva), providing a proven playbook for building a successful security company.
- **Global & Diverse Team**: Over 1,500 employees across 25 countries, with a strong emphasis on internal promotion and professional growth.
- **Culture & Perks**: Employees rate the company 4.3/5.0 on Glassdoor (251 reviews), with high marks for career development (4.2), culture (4.1), and compensation (4.1). The company emphasizes a “biggest and most rewarding challenge” ethos, with pride in employee growth.
- **Remote/Hybrid Policy**: Not explicitly stated, but the global nature of the team (25 countries) suggests a flexible, remote-friendly culture, with significant hubs in Tel Aviv, the US, UK, and Philippines.

## Sources
1. [Cato Networks Official Site](https://www.catonetworks.com/)
2. [Cato Networks Careers Page](https://www.catonetworks.com/careers/)
3. [Cato Networks Company Page](https://www.catonetworks.com/company/)
4. [LinkedIn Company Profile](https://il.linkedin.com/company/cato-networks)
5. [Tracxn Company Profile](https://tracxn.com/d/companies/catonetworks/__ewuh_6rJuGM335IVQhRs851Q5ox4fDz1E6orZgkXKsg)

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