Premier Resident Engineer (PRE) Area

About the Premier Resident Engineer Role

Extreme Networks, a leader in Enterprise Cloud Networking, is seeking an experienced Premier Resident Engineer (PRE) to join its Premier Support Delivery Organization. This full-time role is based in Riyadh, Saudi Arabia, and involves providing enhanced post-sale support to customers who have purchased the white glove program, which extends 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.
• Manage case handling, perform first-line troubleshooting, act as an escalation point for customer first-level engineers, and engage with Extreme GTAC for situation control and resolution.
• Assist third-party maintainers (TPM) with hardware replacements as needed.
• Utilize mature network management and troubleshooting skills to understand, diagnose, and resolve customer issues on Extreme equipment.
• 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 involvement in complex situations.
• Participate in weekly support meetings and provide regular status reporting on projects and proactive support tasks.
• Effectively manage multiple tasks simultaneously.
• Configure and provide guidance on the ExtremeCloud IQ direction.
• Utilize diagnostic aids, tools, and appropriate lab equipment as necessary.
• Acquire and maintain extensive knowledge of Extreme products and their integration into the cloud strategy.
• Pursue technical training paths and industry certifications to enhance delivery capabilities.

Required Qualifications and Experience

• Between 5 to 10 years of experience in a relevant technical support or engineering role.
• Demonstrated expertise in network management and troubleshooting.
• Strong understanding of wireless, edge, campus, and cloud networking technologies.
• Ability to work effectively in a team-oriented environment, prioritizing transparency, candor, curiosity, ownership, and inclusion.

Work Schedule and Travel

The standard work schedule is Sunday to Thursday, 8 AM to 5 PM local time, or as agreed upon with the customer and Extreme Networks. Flexibility for last-minute and planned travel requirements, including after-hours and weekends, is necessary. The position is primarily onsite with the customer, with limited travel possible (less than 20%) or as agreed.

Compensation

The salary for this position ranges from 290,000 to 320,000 SAR.