Support Delivery Manager

Job overview

The Support Delivery Manager role is onsite in San Francisco, CA. Compensation is not specified. Cato Networks provides a cloud-delivered enterprise networking and security service. The role leads the support experience for up to four strategic accounts, coordinating ticket resolution and customer communication across Support, Engineering, Product, and other teams. It helps customers realize product value while identifying support trends and improvements.

What you'll do

• Serve as primary contact for up to four accounts
• oversee tickets and monitor resolution within SLAs
• conduct technical reviews
• coordinate across Support, Engineering, Product, ILMM, NOCaaS, and MDR
• manage critical escalations
• communicate ticket status and plans
• analyze trends and recommend improvements
• report on service and ticket trends
• share root-cause analyses when applicable
• maintain account documentation.

What we're looking for

Skills & competencies

support delivery manager

customer support

technical account management

strategic accounts

escalation management

ticket resolution

sla management

cloud networking

network security

cato networks

san francisco ca

Work arrangement

• Weekend coverage required

Why this role

Customer-facing ownership of strategic accounts, with technical reviews, escalation management, and cross-team coordination.

About the employer

Cato Networks is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.