{"id":2546804,"url":"https://alion.io/job/cato-networks-support-delivery-manager-na","title":"Support Delivery Manager - NA","company":{"id":7240,"name":"Cato Networks","domain":"catonetworks.com","url":"https://alion.io/company/cato-networks","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":34,"ghost_share":0,"stale_share":0.647,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":209000,"max_usd":406000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1090},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-14T15:10:27Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-30T04:13:54Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Cato Networks is the converged network and security cloud for the AI era. \nAs AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI’s potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents. \nJoin us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide. \nThe 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. \nThe 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. \nKey Responsibilities and Role Overview \nServe as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders. \nConduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization \nOffer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS,MDRand Support. \nOversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs. \nContinuously assess ticket handling efficiency, response times, and resolution quality, recommending process improvements to enhance support effectiveness. \nCollaborate and bridge communication between Support, Engineering, and Product teams to streamline issue resolution \nAct as the primary escalation point for critical customer issues, ensuring resolution efforts align with business impact and urgency \nCommunicate ticket progress, status updates, and resolution plans to customers clearly and promptly. \nAnalyze trends in support tickets to identify recurring issues and advocate for product or process improvements. \nProvide Reporting on ticket trends and service overview. \nEnsure thorough Root Cause Analyses (RCAs) are conducted and shared with customers when applicable. \nMaintain customer-specific documentation to streamline ticket handling and improve efficiency \n Key Skills and Requirements \nProven experience in customer-facing roles such as Support Delivery Manager, Technical Account Manager, or Customer Success Manager. \nStrong understanding of technical support processes and escalation management. \nExcellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. \nAbility to manage multiple accounts and priorities simultaneously. \nExperience in advocating for customer needs within internal teams, such as product or support. \nStrong problem-solving skills and a proactive mindset to drive results. \nIn-depth familiarity with the Cato product and its technical environment. \n KPIs for the Role\nAverage resolution time for escalated support tickets \nReduction in Ticket Transfers Between Teams\nProduct adoption and usage metrics\nCSAT\nAs 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 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