Premier Resident Engineer (PRE) Area

About the Role

Extreme Networks, a leader in Enterprise Cloud Networking, is seeking a Premier Resident Engineer (PRE) to join their team in Riyadh. This full-time position is part of the Premier Support Delivery Organization, which provides enhanced post-sale support to customers who subscribe to this specialized program beyond their standard maintenance contract. The PRE offers technical guidance, recommendations, issue escalation support, and consultation for Extreme Network products used by designated customers.

Key Responsibilities

• Provide technical support to Extreme Networks Premier customers, with a focus on wireless, edge, campus, and cloud product portfolios, specifically supporting Extreme Cloud IQ.
• Handle cases, perform first-line troubleshooting, act as an escalation point for customer 1st level engineers, and engage with Extreme GTAC for situation control and resolution.
• Assist third-party maintainers (TPM) with hardware replacements as needed.
• Define, manage, and execute problem resolution plans, communicating closure and resolution to Extreme customer support, Premier Delivery Manager (PDM), partners, and customers.
• Serve as a resource for maintenance, tuning, and proactive planning to maintain the health and optimization of client’s Extreme environments.
• Manage problem resolution, upgrades, and complex customer situations.
• Participate in weekly support meetings and provide regular status reporting on projects and proactive support tasks.
• Configure and provide guidance on the ExtremeCloud IQ direction.

Required Qualifications and Skills

• 8-10 years of experience in a relevant field.
• Mature network management and troubleshooting skills, including the ability to understand, troubleshoot, diagnose, and resolve customer issues on Extreme equipment.
• Ability to effectively manage multiple tasks simultaneously.
• Proficiency in using diagnostic aids, tools, and appropriate lab equipment.
• Ability to acquire and maintain extensive knowledge of Extreme products and their integration into the cloud strategy.
• Commitment to pursuing technical training paths and industry certifications to enhance delivery capabilities.

Core Values

Extreme Networks operates on a foundation of core values that guide its team members:

• Teamwork: Collaborating to drive improved performance, supporting peers, and celebrating collective success.
• Transparency: Sharing insights and information openly to foster understanding and address challenges effectively.
• Candor: Engaging in honest and constructive conversations, communicating truthfully while maintaining respect.
• Curiosity: Actively seeking knowledge, asking questions, and continuously learning to drive innovation and performance.
• Ownership: Taking accountability and investing time and energy to achieve optimal outcomes for customers, shareholders, and the company.
• Inclusion: Fostering diversity and ensuring all voices are heard to gain valuable perspectives and make informed decisions.