Technical Support Engineer

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


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