Premier Resident Engineer (PRE)-Riyadh Area

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, 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 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. 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 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. • 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

Education: Bachelor's degree in a technical field, Master's 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. Language: Business level English; Arabic preferred. Certifications/Accreditations: Extreme certifications must be acquired within 1 year of employment; CCNA; CCNP; CCIE (plus). Technical: Strong IP networking fundamentals; expertise in troubleshooting and network analysis; understanding of routers, switches, and Resident controllers; knowledge of major Internet routing protocols; experience with Extreme Fabric Connect (SPBm), Fabric Engine (VOSS); ExtremeCloud IQ Site Engine, ExtremeControl & ExtremeAnalytics; experience with Wireless technology (Extreme Wireless); experience with Extreme Networks wired portfolio (Switches).

- Provide technical support to Extreme Networks Premier customers focusing on product portfolio with emphasis on wireless, edge, campus and cloud; drive Premier services capability to support Extreme Cloud IQ. - Handle cases, perform first line troubleshooting, act as escalation for customer 1st level engineers, and engage with Extreme GTAC for resolution. - Assist third party maintainer (TPM) with hardware replacements if necessary. - Mature network management and troubleshooting: diagnose and resolve customer issues on Extreme equipment. - Define, manage, and execute problem resolution plans; communicate closure to customers, Premier Delivery Manager (PDM), Partners. - Maintain health and optimization of client environments; perform maintenance, tuning, and proactive tasks. - Manage upgrades and coordinate with internal/external parties; participate in weekly support meetings; provide regular status reporting. - Configure and guide on the ExtremeCloud IQ direction. - Use diagnostic tools and lab equipment as needed. - Acquire and maintain extensive knowledge on Extreme products; pursue technical training and industry certifications to enhance delivery capabilities.