Team Leader, Services Team

Job title: Team Leader, Services Team

About the Role Join Cato Networks as a customer-focused Team Leader of the Services Team. You will lead a remote group of Services Engineers, guiding post-sales activities, onboarding, and ongoing customer lifecycle, and act as a representative across multiple teams during major incidents.

What You'll Do

• Manage a remote team of services engineers for Cato Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback.
• Lead and participate in hiring for new team members.
• Act as a point of escalation for complex technical issues and customer service challenges.
• Provide technical guidance and mentorship to team members.
• Implement, improve, and monitor processes to enhance efficiency and customer satisfaction.
• Conduct regular management routines, including updates, training, and performance evaluations.
• Own and manage customer issues through resolution.
• Advocate for customers and teams while collaborating with product management, engineering, sales, and finance.
• Help build and expand the Services team across APJ, EMEA and NAM regions.
• Identify opportunities for improvements and lead internal projects.

What We're Looking For

• Previous management/leadership experience (at least 2 years).
• 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 verbal and written communication skills with a customer-focused approach.
• Strong computer skills with emphasis on Networking & TCP/IP.
• Familiarity with VPNs, IPSEC, security protocols and standards.
• Great troubleshooting abilities; ability to dive into complex problems in production environments.
• Experience with Cloud, SaaS technology provider – Advantage.
• Ability to adapt in a rapidly changing environment and manage multiple tasks.
• Ability to work effectively in a fast-paced environment.
• Flexibility to work with globally dispersed, cross-cultural teams.
• Team player; willing to participate in Escalation on Call duty for out-of-hours management.
• Fluency in English (written and spoken).
• We operate in a hybrid model, requiring three days in the office.

Nice to Have

• Experience working with Cloud, SaaS technology providers – Advantage

Compensation & Benefits

• Hybrid work model with three days in the office in Prague, Czech Republic.
• Salary details not disclosed.