Premier Resident Engineer (PRE) - Riyadh Area

About Extreme Networks

Extreme Networks is recognized on Computerworld’s 2023 Best Places to Work in IT list, trusted by more than 50,000 customers worldwide. We deliver comprehensive cloud-driven networking solutions and exceptional support that accelerate digital transformation and foster significant growth. With diverse hubs across North America, South America, Asia Pacific, Europe, and the Middle East, we embrace strong core values including diversity, inclusion, teamwork, transparency, candor, curiosity, ownership, and inclusion, creating a culture where all employees can flourish.

Role Overview

The Premier Resident Engineer (PRE) plays an essential role within the Premier Support Delivery Organization, providing elevated post-sales technical support for customers who invest in our premium service program. This role involves offering expert technical guidance, troubleshooting complex issues, supporting escalations, and assisting customers using Extreme Networks’ portfolio, especially focusing on wireless, edge, campus, and cloud solutions including ExtremeCloud IQ.

Key Responsibilities

• Deliver technical support and guidance to Premier customers emphasizing wireless, edge, campus, and cloud technologies, including ExtremeCloud IQ.
• Handle customer cases, perform first-level troubleshooting, act as escalation point for first-line engineers, and collaborate closely with Extreme GTAC for issue resolution.
• Assist third-party maintainers with hardware replacement activities as needed.
• Utilize mature network management and troubleshooting expertise to diagnose and resolve customer network issues involving Extreme hardware and software.
• Develop and manage problem resolution plans, communicating progress and conclusions to customers, Premier Delivery Manager, and partners.
• Maintain network health proactively through tuning, upgrading, and regular health checks of customer environments.
• Effectively juggle multiple tasks simultaneously while supporting customer and internal teams.
• Configure and provide directions on the use of ExtremeCloud IQ.
• Employ diagnostic tools, lab equipment, and cultivate extensive knowledge of Extreme products and cloud strategy.
• Commit to ongoing technical training and pursue industry certifications to enhance capabilities.

Work Schedule & Travel

• Standard work hours are Sunday through Thursday, 8:00 AM to 5:00 PM local time, or as agreed with customers.
• The role requires flexibility for last-minute changes, including after-hours and weekend work when necessary.
• Primarily onsite with customers in Riyadh with limited travel up to 20% or as agreed upon.

Qualifications & Experience

• Bachelor’s degree in a technical field, Master’s in Computer Science, or equivalent professional experience.
• 8 to 10 years of technical support experience involving comprehensive troubleshooting from layer 1 to layer 7, data analytics, signaling, switching, and routing.
• Strong preference for experience in Cloud, Ethernet Fabrics, and Network Management.
• Business-level English communication required; Arabic proficiency is preferred. Knowledge of additional languages is an advantage.
• Must acquire Extreme certification(s) within one year of employment.
• Relevant certifications include CCNA, CCNP; CCIE is a plus.

Technical Expertise

• Robust understanding of IP networking fundamentals and protocols.
• Knowledge of network architectures involving routers, switches, and application resident controllers.
• Skilled in network analysis and troubleshooting capable of training others and building team expertise.
• Hands-on familiarity with Extreme Fabric Connect (SPBm), Fabric Engine (VOSS).
• Experience with ExtremeCloud IQ Site Engine, ExtremeControl, and ExtremeAnalytics platforms.
• Competence with Extreme Wireless technologies and wired portfolios including Switch Engine (ExOS).
• Understanding of ExtremeCloud IQ and the Extreme Platform ONE ecosystem.

Personal Attributes

• Customer-centric mindset prioritizing exceptional service and satisfaction.
• Strong interpersonal and communication skills, able to maintain professionalism and handle sensitive, politically charged situations.
• Culturally aware and capable of collaborating effectively with global teams and partners.
• Highly self-motivated, able to work independently with minimal supervision.
• Comfortable with technical and business English in reading, writing, and verbal discussions.

Salary and Benefits

The compensation package for this position ranges between 290,000 and 320,000 SAR annually.

Diversity & Inclusion

Extreme Networks is an equal opportunity employer committed to ensuring a workplace free of discrimination or harassment based on race, color, religion, age, sex, national origin, disability, pregnancy, genetics, protected veteran status, sexual orientation, gender identity, or any other protected characteristic by local laws.

Recruitment Process Note

Artificial intelligence tools might be utilized to help analyze and verify application materials as part of the hiring process; however, human judgment is paramount in final decisions.