**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 adaptable, operating in a fast-paced, dynamic environment.




- An independent certification on security from SANS, (ISC) 2, ISACA, BS****/ISO***** 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.

📌 Technical Support Engineer (Xico)
🏢 Fortinet
📍 Xico