Hands Free Engineer

We are looking for a customer-obsessed, technically strong Hands Free Engineer to join our expanding Hands Free team.  

If you thrive in dynamic environments, enjoy ownership, and want to be part of a true Cloud Network Security rocket ship — this role is for you. 

Responsibilities

• Work in 24/7/365 environment.
• Own Hands Free change tickets end-to-end - from customer communication and technical analysis to implementation and follow-up.
• Proactively track and manage customer requests according to Cato’s defined SLAs.
• Help standardise implementation quality by improving runbooks, templates, peer review practices, and execution procedures.
• Play a key role in building, scaling, and continuously improving Cato’s Managed Hands Free service.
• Participate in cross-functional projects and customer onboarding initiatives.
• Lead customer welcome calls, introduce the Hands Free service, and support smooth onboarding.
• Act as a central point of contact between customers, Support, and Field Engineering teams, with a deep understanding of customer business use cases.
• Drive operational excellence by reviewing, challenging, and creating processes and procedures as the service evolves. 

Requirements

• Availability to work 5 shifts per week, including weekends — Required
• More than 3 Years Experience as a Support Engineer (Tier 1–2), IT/System Administrator, NOC, or Network Operations Engineer in networking, cloud, or security-focused environments — Required
• Excellent verbal and written communication skills in English — Required
• Strong networking fundamentals, including TCP/IP, firewalls, and proxy technologies.
• Hands-on experience with ISP environments, DNS, DHCP, NAT, HTTP/HTTPS.
• Experience working with Cloud and SaaS platforms — an advantage
• Familiarity with network and security protocols and industry standards.
• Ability to operate independently, take ownership, and adapt quickly in a fast-paced, high-growth environment.
• Proven ability to multitask and manage multiple customer requests simultaneously.
• Comfortable working with globally distributed, cross-cultural teams.