Description: Required Qualifications: * Bachelor's degree in Information Security, Computer Engineering, Computer Science, or related fields; * Professional experience in the field of Information Security; * Demonstrable proven experience with Palo Alto solutions; * Solid knowledge of computer networks; * Provide technical support (trouble tickets) and incident management; * Handle service requests in compliance with SLA, MTTR, and escalation procedures; * Basic English proficiency. Desired Qualifications: * ITIL certification; * PCNSA and/or PCNSE certifications; * Experience with Fortinet solutions, including FortiGate, FortiManager, and FortiAnalyzer; * Intermediate English proficiency and basic Spanish proficiency. * Serve as third-level support for the firewall operations team covering major vendors; * Serve as third-level support for the content filtering operations team; * Serve as third-level support for the email filtering operations team; * Receive and analyze service requests escalated from level 2, understanding customer needs and impact; * Proactively monitor assets using management tools and alert emails; * Understand customer requirements and prepare technical reports to support decision-making; * Guide and provide technical support to levels 1 and 2, promoting skill development and standardization of support processes. 2512140202201862525