Premier Resident Engineer (PRE)-Riyadh Area

Extreme Networks Culture:

- Teamwork: The strength of a team is more powerful than an individual. We work together to drive improved performance. We pull our weight, give others credit for success, push peers to raise their game and celebrate winning as a team!

- Transparency: Each of us has a unique view about what is happening, helping, or hurting our performance. We cannot change what we cannot see. We have to know what is really going on. So, we share what we see and what is happening, not assuming others know what we know. We shine a light on it.

- Candor: We keep it real and embrace difficult conversations in a constructive way. Being honest in all of our communication is not easy. No sugarcoating and no elephants in the room, being respectful but telling the truth.

- Curiosity: Why do we win? Why do we lose? How can we do better? Where should we invest? Asking questions, committing to learning more, looking for best practices, that is the Extreme way. Being smarter than the competition. Higher intelligence drives higher performance.

- Ownership: It’s our company. We have skin in the game. We invest the time and energy to make the changes that get the best outcomes for our customers, shareholders and ourselves. We are accountable.

- Inclusion: By challenging dominant voices to listen and non-dominant voices to speak up, we gain valuable perspective that drives better decision making. By fostering diversity regardless of gender, ethnicity, sexual orientation, age, or religion, we get that perspective and make more intelligent decisions that drive better business outcomes.

The Premier Resident Engineer member will have the following roles and responsibilities:

- Provide technical support to Extreme Networks Premier customers focusing on product portfolio with focus on wireless, edge, campus and especially cloud. Drive Premier services ability to support Extreme Cloud IQ

- Duties include Case handling, first line troubleshooting, acting as an escalation for customer 1st level engineers, and full engagement with Extreme GTAC for situation control and resolution.

- Assists third party maintainer (TPM) with hardware replacements if necessary.

- Mature network management and troubleshooting skills; understand, troubleshoot, diagnose, and resolve customer issues on Extreme equipment.

- Define, manage, and execute problem resolution plans and communicate closure/resolution to Extreme customer support, Premier Delivery Manager (PDM), Partners, and Customers.

- Resource for maintenance, tuning and proactive Plan and maintain health and optimization of client’s Extreme environments.

- Duties include but are not limited to problem resolution, upgrades as well as involvement and management of ‘political' situations.

- Participate in weekly support meetings as required. Provide regular status reporting on projects and regular proactive support tasks.

- Effectively manage many different tasks simultaneously.

- Configure and guide on the ExtremeCloud IQ direction.

- Ability to use diagnostic aids, tools, and appropriate lab equipment, as necessary.

- Acquire and maintain extensive knowledge on Extreme products and how they fit into our cloud strategy.

- Pursuing technical training paths and industry certification to enhance delivery capabilities

Travel and normal work hours will be:

- Sunday-Thursday, 8am-5pm local time or as agreed between customer and Extreme.

- Work Schedule: Able to be flexible at the last minute and planned travel requirements, including after hours and weekends as required.

- Travel: the position is mainly onsite with customer, but limited travel is possible <20% or as agreed between customer and Extreme

Qualifications:

Education level

- Bachelor's degree in technical field, Masters in Computer Science, or equivalent work experience

Work Experience

- 8-10 years' experience in a technical support environment including significant exposure to layer 1 through layer 7 troubleshooting, signaling, data analytics, and switching and routing.

- Strong preference for Cloud, Ethernet Fabrics and Network Management

Language Requirements:

- Business level communication required in English, Arabic also preferential.

- Additional languages would be an advantage.

Certifications/Accreditations

- Extreme certification(s) must be acquired within 1 year of employment.

- CCNA

- CCNP

- and/or CCIE is a plus.

Technical skills & Knowledge

- Excellent IP networking fundamentals and extensive experience in the application of IP protocols.

- Understand network architectures including the roles of routers, switches, and application Resident controllers.

- Excellent network analysis fundamentals and robust troubleshooting skills. Must be able to teach others and grow functional expertise of broader team.

- Network architecture - including the roles of routers, and switches.

- In-depth knowledge of and experience with major internet routing protocols

- Experience / Knowledge of Extreme Fabric Connect (SPBm), Fabric Engine (VOSS)

- Experience / Knowledge of ExtremeCloud IQ Site Engine, ExtremeControl & ExtremeAnalytics

- Experience / Knowledge of Wireless technology, preferably Extreme Wireless

- Experience / Knowledge of Extreme Networks wired portfolio, Switch Engine (ExOS)

- Experience / Knowledge of ExtremeCloud IQ / Extreme Platform ONE

Must have personal skills to be successful with Extreme Networks

- Customer first attitude - Customer satisfaction through unsurpassed support drives you.

- Must have very strong interpersonal ‘soft' skills.

- Must always demonstrate role-model level customer service/support skills and represent Extreme Networks in a professional manner.

- Must understand the business impact of customer and partner interactions and be able to effectively navigate politically charged situations.

- Must be able to work with customers and partners from different geographies and be culturally sensitive. Must be highly motivated, an initiative-taker, and have proven ability to function effectively with little direct supervision.

- Comfortable with technical and business English usage (documents reading, e-mails, conference calls

Salary for this fixed term contract will be between 290-320K SAR

Extreme Networks Benefits