**Responsibilities**: - Collection, analysis, and change recommendations of configuration information - Collection and analysis of customer network information - Collection and initial analysis of packet trace information **Job Experience / Abilities Required**: - Experience in a technical support role in a networking/security company or equivalent education - Strong understanding of TCP/IP, routing protocols, L2/L3 switches - Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning - Strong troubleshooting and problem-solving skills - Working knowledge on Windows, UNIX, or Linux - Previous call center experience, preferably supporting data networking products and/or security products is desirable. - Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year! - Adaptable and flexible, operating in a fast-paced, dynamic environment. - An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus. - Travel occasionally for short periods of time to take/provide training and special engagements - Consultation of technical documentation, bulletins, and release notes for known problems - Reproduction of customer environments on lab equipment - Follow up on technical cases including proper escalation and management of the case until case closure. - Manage customer communication and expectations until the closure of each case - Submit KB articles monthly to contribute with internal and external DB´s **Other Job Requirements**: Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority. LI-IA1