Professional Services Resident Engineer

Professional Services Resident Engineer.

The Resident Engineer is a role that combines deep technical expertise with strategic customer engagement. This role is primarily focused on delivering high-quality professional services implementations across networking technologies, while also supporting customer success initiatives to ensure satisfaction, retention, and long-term value. As the project implementation is completed and moved into production, the primary function will be as Resident Engineer supporting customer network, day to day as well as change management.

Professional Services Responsibilities:

• Project Implementation and management 85% (Year 1)
• Assist Sales with scoping projects and define Professional Services deliverables.
• Provide project implementation support onsite and remote.
• Responsible for creation and maintaining project documentation during implementation.
• Responsible as onsite technical lead and trusted advisor to the customer during implementation.
• Responsible as liaison between sales and customers during implementation.
• Work with Extreme colleagues, partners and sales staff to implement the Extreme solution that was sold.
• Must maintain excellent knowledge of all Extreme product suites.
• Coach and mentor other members of Professional Services and Professional Service's partners.
• Ability to escalate any customer issues to management in a timely manner.
• Assist management and Product Management with estimating Professional Services engagements.
• Occasionally present Professional Services offers/ability to customers.

Premier Resident Engineer Responsibilities:

• Account support: 85% (Year 2)
• Provide day-to-day operations, consulting, change-management support to the assigned customer.
• Coordinate as the focal point for all post-sales account-related technical activities with Premier Success Manager (PSM), Sales Teams, GTAC, Professional Services, Cloud Services and every part of Extreme's vast Support organization. 
• Proactively engage customers for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of feature requests for enhancements are given to product management. 
• Provide support for quarterly reviews to the PSM and Account team.
• Utilize Extreme's SFDC reporting capabilities for product trend analysis for early awareness of issues. 
• Provide on-site or remote presence during critical or high-visibility engagements, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation. 
• Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer base. 
• Respond promptly to customer needs, providing value added services where applicable. 
• Support the PSM to accurate documentation of customer's Extreme network, and associated information is current and available for customer support to access and streamline the issue resolution process. 
• Monitor, review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team and product quality. 
• Provide proactive administration of the customers' environment: Review cases and conduct early trend indicator analysis, review logs, Field Notices, EOL, EOS, etc. 
• Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements. 
• Demo and provide on-going training and assistance on our Extreme Platform ONE software package.  

Knowledge Growth and Transfer: 10%  

• Mentor and coach co-workers and peers. Share valuable knowledge openly. 
• Develop and maintain Extreme customer operation procedures documentation. 
• Maintains current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers.  

Other duties as assigned: 5% 

Travel and Normal Work Hours will be:

• Monday through Friday – Typical 
• Weekends or overnight hours may occasionally be required for exceptional customer needs or critical support situations 
• Candidate must be available for critical customer issues nights and weekends 
• Occasional maintenance window support at night or weekend 
• May be required to work at customer site full or part time 

Location Required:

• Primarily based in Dubai – UAE
• May be required to support the business in other EMEA locations. 

Requirements:

• Fluent in English language to a high technical standard.
• Other languages skills are an advantage.
• Expert in networking technologies with industry and regional knowledge and experience. (6 or more years' experience)
• Thorough knowledge of security design features and ability to implement and perform analysis of network and systems security design.  (4 or more years' experience)
• Must have strong skills in troubleshooting and problem resolution in a network environment.
• Keen ability to understand and analyze customer requirements and position the Extreme solution effectively.
• Ability to effectively implement Extreme products and solutions in a mission critical environment within a scheduled downtime or with no downtime.
• Demonstrated ability to manage complex customer interactions in difficult circumstances and control customer expectations in order to maintain satisfied customers.
• Excellent inter-personal, technical presentation and communications skills.
• Proven team player.
• Ability and Willingness to travel.
• Willingness to work out of hours when required.
• Must be self-motivated and have the ability to work with minimal supervision.
• Excellent time management skills.

Desired Skills / Experience:

• B.S. in Computer Science or related field, or equivalent work experience.
• Network Industry Certifications desired
• Windows Administration Skills (Average Level).
• Linux Administration Skills (Average Level).
• Knowledge on Application behavior and Application visibility.
• Basic Project Management skills.

In-depth knowledge of some or all of the following Extreme technologies is a plus:

• Extreme Switching and Routing.
• Extreme Campus Fabric.
• Extreme Data Center solutions.
• Extreme Network Management (XMC)/Extreme Site Engine (XIQ-SE).
• Network Access Control (NAC).
• Wireless; Extreme Wireless. Cloud Wireless and/or Extreme WiNG.
• Extreme Workflow Composer/Stackstorm.
• Scripting/Workflows.
• Python.

Expert level knowledge of:

• All Layer 2 technologies.
• Layer 3 technologies, especially OSPF and BGP.

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 can't change what we can't see.We must know what's really going on, Knowledge is Power. 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 our communication isn't 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 learn more, looking for best practices, that's 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.

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