Premier Resident Engineer (PRE)-Riyadh Area at Extreme Networks

Extreme Networks; Riyadh; On-site; SAR 290,000 - 320,000; Full time

Job summary

Extreme Networks in Riyadh is seeking a Premier Resident Engineer to deliver advanced technical support for on-site customers, focusing on wireless, edge, and cloud solutions.

The role requires 8-10 years in technical support, strong IP networking skills, and proficiency in English; Arabic is a plus. Travel up to 20% and flexible hours may apply. The position is full-time and on-site in Riyadh, SA.

Qualifications

• 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 English, Arabic also preferential.

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.
• Assists 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.

Skills

IP networking

Troubleshooting

Customer support

English proficiency

Arabic proficiency

Education

Bachelor's degree in technical field

Master's degree in Computer Science

Tools

CCNA

CCNP

CCIE

ExtremeCloud IQ

Fabric Connect

Job description

Premier Resident Engineer (PRE) - Riyadh Area at Extreme Networks in الرياض, S01, SA. This Full time on site position offers great opportunities for career growth.

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 and 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 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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.
• Assists 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: Sunday-Thursday, 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 <20% or as agreed between customer and Extreme.

Qualifications

• Education 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 English, Arabic also preferential. Additional languages would be an advantage.

Certifications / Accreditations

• Extreme certification(s) must be acquired within 1 year of employment.
• CCNA
• CCNP
• and/or CCIE is a plus.

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.
• 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.
• In-depth knowledge of and experience with major internet routing protocols.
• Experience / Knowledge of Extreme Fabric Connect (SPBm), Fabric Engine (VOSS).
• Experience / Knowledge of ExtremeCloud IQ Site Engine, ExtremeControl & ExtremeAnalytics.
• Experience / Knowledge of Wireless technology, preferably Extreme Wireless.
• Experience / Knowledge of Extreme Networks wired portfolio, Switch Engine (ExOS).
• Experience / Knowledge of ExtremeCloud IQ / Extreme Platform ONE.

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).

Salary for this role will be between 290-320K SAR.

Benefits

• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.