Cato Networks
Support Delivery Manager - NA
$120K–$160K
USA · Manager · Full-time · Posted Oct 14, 2026
- Experience
- No number of years stated.
About the job
Manages support delivery and customer relationships for up to four strategic accounts, coordinating ticket resolution and escalating issues to improve customers’ product experience.
What you'll do
- Oversee account support tickets, track SLAs and trends, and coordinate resolution across Support, Engineering, Product, ILMM, NOCaaS, and MDR.
- Serve as the customer’s primary contact and escalation point; provide clear updates, technical reviews, reporting, and applicable root cause analyses.
- Identify recurring issues and recommend process or product improvements; maintain customer-specific documentation.
What they ask for
- 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 skills, including explaining technical concepts to non-technical audiences.
- Ability to manage multiple accounts and priorities and advocate for customer needs internally.
Pay
$120,000 - $160,000 (total compensation)
Tools
Cato product
Model-written summary · the original posting is authoritative