Premier Resident Engineer (Pre)

Extreme Networks Named to Computerworld's 2023 List of Best Places to Work in IT! Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. With double-digit growth year after year, no provider is better positioned to deliver better outcomes of scale than Extreme. We believe in "walking the walk" of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we are proud to foster an environment where every Extreme employee can thrive. Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East. Extreme Networks, a leader in Enterprise Cloud Networking, is seeking an experienced Premier Resident Engineer (PRE). The Premier Resident Engineer (PRE) is a member of the Premier Support Delivery Organization, which provides an enhanced level of post-sale support to customers that purchase this white glove program above their maintenance contract. The PRE provides technical guidance, technical recommendations, issue escalation support, and consultation for the Extreme Network products used by customers to which they are designated. Extreme Networks CultureTeamwork: 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 cannot change what we cannot see. We have to know what is really going on. 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 of our communication is not 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 learning more, looking for best practices, that is 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.The Premier Resident Engineer member will have the following roles and responsibilities:Provide technical support to Extreme Networks Premier customers focusing on product portfolio with focus on wireless, edge, campus, and especially cloud. Drive Premier services ability to support Extreme Cloud IQ.Duties include case handling, first line troubleshooting, acting as an escalation for customer 1st level engineers, and full engagement with Extreme GTAC for situation control and resolution.Assist third party maintainer (TPM) with hardware replacements if necessary.Mature network management and troubleshooting skills; understand, troubleshoot, diagnose, and resolve customer issues on Extreme equipment.Define, manage, and execute problem resolution plans and communicate closure/resolution to Extreme customer support, Premier Delivery Manager (PDM), Partners, and Customers.Resource for maintenance, tuning, and proactive plan and maintain health and optimization of client's Extreme environments.Duties include but are not limited to problem resolution, upgrades as well as involvement and management of 'political' situations.Participate in weekly support meetings as required. Provide regular status reporting on projects and regular proactive support tasks.Effectively manage many different tasks simultaneously.Configure and guide on the ExtremeCloud IQ direction.Ability to use diagnostic aids, tools, and appropriate lab equipment, as necessary.Acquire and maintain extensive knowledge on Extreme products and how they fit into our cloud strategy.Pursuing technical training paths and industry certification to enhance delivery capabilities.Travel and normal work hours will be:Monday-Friday, 8am-5pm local time or as agreed between customer and Extreme.Work Schedule: Able to be flexible at the last minute and planned travel requirements, including after hours and weekends as required.Travel: the position is mainly onsite with customer, but limited travel is possible Premier Resident Engineer – QualificationsEducation level: Bachelor's degree in technical field, Masters in Computer Science, or equivalent work experience.Work Experience: 8-10 years' experience in a technical support environment including significant exposure to layer 1 through layer 7 troubleshooting, signaling, data analytics, and switching and routing. Strong preference for Cloud, Ethernet Fabrics, and Network Management.Language Requirements: Business level communication required in Spanish and English. Additional languages would be an advantage.Certifications/Accreditations: Extreme certification(s) must be acquired within 1 year of employment or similar industry certifications.Technical skills & Knowledge:Excellent IP networking fundamentals and extensive experience in the application of IP protocols.Understand network architectures including the roles of routers, switches, and application resident controllers.In-depth knowledge of and experience with major internet routing protocols; specifically, BGP and OSPF.Experience / Knowledge of Extreme Networks wired portfolio, Switch Engine (ExOS), Extreme IP Fabric.Experience / Knowledge of ExtremeCloud Orchestrator (EFA).Experience / Knowledge of ExtremeCloud IQ, Site Engine, Analytics, Secure & Access Control.MPLS proficiency - VLL/VPLS/MPLS, RSVP, LDP, FRR (detour/bypass), VXLAN EVPN.Excellent network analysis fundamentals and robust troubleshooting skills. Must be able to teach others and grow functional expertise of broader team.Network architecture - including the roles of routers, and switches.Must have personal skills to be successful with Extreme Networks:Customer first attitude - Customer satisfaction through unsurpassed support drives you.Must have very strong interpersonal 'soft' skills.Must always demonstrate role-model level customer service/support skills and represent Extreme Networks in a professional manner.Must understand the business impact of customer and partner interactions and be able to effectively navigate politically charged situations.Must be able to work with customers and partners from different geographies and be culturally sensitive. Must be highly motivated, an initiative-taker, and have proven ability to function effectively with little direct supervision.Comfortable with technical and business English usage (documents reading, e-mails, conference calls).
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