Job Description Empower Global Connectivity and Security with Every Step in Your IT Journey! Cato Networks is rewriting the rules of IT with a cloud-native platform that seamlessly unites network security and connectivity. As the first to introduce the Secure Access Service Edge (SASE) model, Cato is reshaping how enterprises connect globally efficiently, securely, and without limits. With a $3 billion valuation and a reputation as a visionary in cloud-based IT solutions, Cato's success story is as dynamic as the industry itself. Joining Cato means being part of a bold journey, where every day is an opportunity to pioneer, grow, and shape the future of secure global connectivity. Why You'll Love This Role In this role as a NOCaaS Engineer, you're not only an engineer but also an integral part of a global network of experts dedicated to providing seamless, reliable, and secure IT services. You'll handle real-time troubleshooting, collaborate on advanced IT security solutions, and be instrumental in expanding our client's global support services. If you're passionate about network monitoring, issue resolution, and innovative IT solutions, this is the perfect opportunity for you. Contract Type: Indefinite term Shift: Flexible, 5 days per week with monthly shift changes Work Setup: Onsite in Bogota / Medellin Key Responsibilities Drive Impact with Every Task Work within a 24/7/365 shift-based team. Monitor, troubleshoot, and resolve network/system issues, collaborating with other departments to ensure maximum uptime and accessibility for all sites/users. Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, maintaining a positive, can-do attitude. Own and manage customer issues, seeing problems through to resolution. Engage, investigate, and escalate system-related alerts as required. Contribute to building and expanding the company's Global Support Services team. Track and monitor customer status, identifying both areas of concern and growth opportunities. Serve as a customer advocate internally, effectively collaborating with teams including product management, engineering, sales, and finance. Nurture customer relationships through ongoing communication and regular meetings. Requirements What You'll Need to Succeed Bring Your Skills to Life Over 3 years of experience in a NOC/Support team. Strong computer skills with a focus on Networking, TCP/IP, Firewalls, and proxy servers. Background as a Support Engineer (Tier 1-2), Technical Account Manager, or Pre-sales from web/network/information security companies. Proficient in ISP, DNS, DHCP, NAT, Familiar with VPNs, IPSec, network and security protocols and standards. Experience with BGP, OSPF, OSI, WAN/SD-WAN, and MPLS (preferred). Experience with Cloud and SaaS technology providers (preferred). Excellent troubleshooting skills to address technical problems in live production environments. Ability to adapt and work efficiently in a dynamic, fast-paced environment, managing multiple projects simultaneously. Effective in a globally dispersed, cross-cultural team environment. Excellent oral and written communication skills with a strong customer focus. Technical Proficiency: Networking Protocols: TCP/IP, DNS, DHCP, NAT, BGP, OSPF, MPLS. Security Technologies: Firewalls (e.g., Cisco ASA, Fortinet), VPNs (e.g., OpenVPN, Cisco AnyConnect), IPSec. Monitoring and Management Tools: Nagios, Zabbix, SolarWinds, PRTG; Logging and Analysis: ELK Stack (Elasticsearch, Logstash, Kibana), Splunk. Why Join the Team What's in It for You?20 days of vacation annually Customized Emapta laptop and peripherals Prime office locations in Bogota and Medellin Career growth opportunities with direct client exposure Free upskilling through Emapta Academy courses Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 720 clients worldwide and a team of nearly 7,400 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported. #J-18808-Ljbffr