**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.