Professional Services Resident Engineer at Extreme Networks

Dubai, Dubai, United Arab Emirates

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Networking, TechnologyIndustries

Requirements

Deep technical expertise in networking technologies and Extreme product suites
Excellent knowledge of all Extreme product suites
Ability to maintain project documentation
Ability to act as onsite technical lead and trusted advisor to customers
Strong project management and implementation skills (onsite and remote)
Ability to coach and mentor Professional Services team members and partners
Ability to escalate customer issues to management timely
Experience assisting with scoping projects and defining Professional Services deliverables
Ability to coordinate across sales, support organizations (PSM, GTAC, Professional Services, Cloud Services), partners, and engineering
Proficiency in utilizing SFDC for reporting and trend analysis
Skills in proactive administration, trend analysis, log reviews, and monitoring (cases, Field Notices, EOL, EOS)
Ability to demo and provide training on Extreme Platform ONE software
Strong customer engagement and liaison skills

Responsibilities

Assist Sales with scoping projects and defining Professional Services deliverables (Year 1: 85% project implementation)
Provide project implementation support onsite and remote
Create and maintain project documentation during implementation
Act as onsite technical lead and trusted advisor during implementation
Serve as liaison between sales and customers during implementation
Work with Extreme colleagues, partners, and sales to implement sold solutions
Coach and mentor Professional Services members and partners
Escalate customer issues to management timely
Assist management and Product Management with estimating Professional Services engagements
Occasionally present Professional Services offers to customers (Year 2: 85% account support)
Provide day-to-day operations, consulting, and change-management support to assigned customer
Coordinate as focal point for post-sales technical activities with PSM, Sales, GTAC, Professional Services, Cloud Services, and support organization
Proactively engage customers for product enhancement requirements and work with Engineering/Product Management
Support quarterly reviews with PSM and Account team
Provide on-site/remote presence for critical engagements, manage account recovery, and deliver status/postmortem documentation
Guide Extreme GTAC and HW/SW engineers on customer issues
Respond promptly to customer needs with value-added services
Support accurate documentation of customer’s Extreme network for support access
Monitor, review, and track support cases; notify on negative trends
Conduct proactive administration: review cases, logs, Field Notices, EOL, EOS, and trend analysis

Skills

Key technologies and capabilities for this role

NetworkingProject ManagementCustomer EngagementChange ManagementTechnical LeadershipExtreme Networks ProductsDocumentationMentoringSales SupportOperations Support

Questions & Answers

Common questions about this position

What are the main responsibilities in the first year for this Resident Engineer role?

In Year 1, the role focuses 85% on project implementation and management, including assisting sales with scoping, providing onsite and remote implementation support, creating project documentation, acting as onsite technical lead, and liaising between sales and customers.

What does the Premier Resident Engineer role entail in Year 2?

In Year 2, 85% of the role involves account support, including day-to-day operations, consulting, change-management, coordinating with Extreme's support organization, proactively engaging on product enhancements, and providing support for quarterly reviews.

Is this a remote position or does it require onsite work?

The role involves both onsite and remote work, including onsite technical lead during implementation and on-site presence during critical engagements, alongside remote support options.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What kind of experience makes a strong candidate for this Resident Engineer role?

Strong candidates have deep technical expertise in Extreme Networks product suites, experience in project implementation and management, customer-facing skills as a trusted advisor and liaison, and the ability to coach others while escalating issues timely.

Extreme Networks

Provides advanced networking solutions and services

About Extreme Networks

Extreme Networks specializes in advanced networking solutions that optimize and secure network operations for a variety of clients, including educational institutions, retail businesses, government agencies, and healthcare facilities. Their products include network infrastructure such as switching and routing solutions, wireless connectivity, and data center fabrics, along with cloud-based services and advanced security measures. Extreme Networks differentiates itself by offering both hardware and software solutions, as well as professional and managed services that ensure efficient network operations. Their goal is to provide comprehensive support and training to help clients maximize their networking capabilities.

Morrisville, North CarolinaHeadquarters

1996Year Founded

$16.8MTotal Funding

IPOCompany Stage

Government & Public Sector, Enterprise Software, Cybersecurity, EducationIndustries

1,001-5,000Employees

Benefits

Competitive pay

Comprehensive healthcare

HSA

Life & disability insurance

Retirement plans

Employee stock purchase program

Tuition reimbursement

PTO

Wellness programs

Risks

Securities fraud lawsuit may damage Extreme Networks' reputation and investor confidence.

Complexity of AI integration could hinder adoption of Extreme Platform ONE.

Stiff competition in cybersecurity market may affect ZTNA solution's market share.

Differentiation

Extreme Networks offers AI-powered platformization with Extreme Platform ONE.

The company provides comprehensive networking solutions, including cloud and security integration.

Extreme Networks serves diverse industries, from education to healthcare and government.

Upsides

Growing demand for AI-driven network management boosts Extreme Networks' market potential.

Expansion of 5G networks increases need for advanced networking solutions.

Rising adoption of cloud-based solutions enhances Extreme Networks' scalability and flexibility.

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