We are looking for an intelligent and customer-focused NOCaaS L1 Engineer to join our exciting new team. 

Responsibilities: 

• Own and manage Cato production system uptime and functionality, this will include troubleshooting and identifying solutions to resolve various system/network issues. 
• Engage with concerned teams/persons to identify and solve an issue. 
• Engage, investigate, and follow up periodically with customers about the service status.  
• Track & monitor system status and identify both areas of concern and growth opportunities 
• Mitigate outages and system malfunctions to make sure there is no customer effect and prepare escalation by priority/urgency for Engineering team. 
• Engage with 3rd party service providers to resolve network/system issues. 
• Provide support for Cato’s customer issues related to last-mile connectivity issues. 
• Be a part of building, improving, and expanding Cato's NOC team 
• Train and Help team members to address knowledge gaps  
• Take part in ongoing projects and the onboarding process of customers. 
• Conduct Welcome calls with customers to introduce the service and assist with the onboarding process. 
• Be a focal point for Cato’s support/field Eng. by understanding the business use cases. 
• Contribute to continual service improvement by challenging, reviewing, updating, and where inexistent, creating, processing, and procedures to drive operational excellence 

Requirements: 

• Background as a Support Engineer / IT Sys Admin / NOC / Network Operations Engineer from web/network/security companies – Required
• Experience in Tier 1–2 support environments – Advantage
• Excellent oral and written communication skills in English- Required 
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers 
• Experience with ISP, DNS, DHCP, NAT, HTTP/HTTPS 
• Ability to read applicative system logs and search for relevant root causes for issues. 
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments 
• Experience working with Cloud, SaaS (Software as a Service) technology providers 
• Familiarity with Network & security protocols and standards
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow)
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects 
• Ability to work effectively and thrive in a fast-paced environment 
• Ability to work with a globally dispersed, cross-cultural team 

The Salesforce Business Analyst will lead the design, implementation, and optimization of Salesforce solutions across multiple departments at Cato Networks, including Marketing, Support, and Logistics. As part of the Information Systems team, this role partners closely with business stakeholders to gather and translate requirements into scalable Salesforce solutions. 
You will be responsible for delivering new features and capabilities on the Salesforce platform and its integrated tools, supporting end users, and addressing complex integration and process challenges to ensure efficient and effective business operations. 

Responsibilities:  

• Develop and implement configuration changes and system enhancements based on business requirements while following established development standards and best practices (e.g., creating/updating custom fields, Flows, email notifications, reports, and dashboards). 

• Manage implementation projects end to end: full requirements definition and design, development, QA, deployments, training & communicating to stakeholders.  

• Support users on their day-to-day tasks including troubleshooting, data fixes and cleanups. 

• Manage user accounts, roles/profiles, and permissions for supported applications in compliance with company security policies. 

• Identifying areas for improvement and making recommendations for new strategic CRM opportunities.  

• Develop meaningful relationships with key stakeholders within the Company. 

Requirements

• Minimum 5 years of experience as a Salesforce Business Analyst or project manager, preferably as part of Information System team at a high growth SaaS software or technology Company. 

• Solid hands-on experience with salesforce system administration.  

• Strong understanding of the platform, with the ability to build custom apps and objects, Flows, formula fields and custom views – Must.  

• Salesforce.com Admin certification – Advantage   

• Experience with Marketing tools, such as: Marketo, LeanData, ZoomInfo, Outreach – Advantage  

• Experience with Service cloud – Advantage  

• Experience with Integrations Tools such as Workato – Advantage   

• Excellent communication and presentation skills (ability to clearly articulate to different audiences and bring the message across in a concise, professional, and compelling manner)  

• High level English–Excellent verbal and written communication skills are required – Must 

• Highly customer-oriented with strong interpersonal skills, including the ability to effectively work with people from departments in or outside of the company, as well 

• Must be very well organized and able to work effectively in an agile and fast-paced environment  

• Effective problem solver, creative, shows ownership and wants to see issues resolved  

• Fast learner in rapidly changing environment 

• Team player  

*We operate in a hybrid model, requiring three days in the office. 

*Location: NR7, Náměstí republiky, Prague, Czech Republic