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Salary: SAR 290,000 - 320,000 / annual
Extreme Networks, a global leader in enterprise cloud networking, is seeking an experienced Premier Resident Engineer (PRE) for the Riyadh area. This role is part of the Premier Support Delivery Organization, which provides enhanced post-sale support to premium customers.
The PRE will serve as a technical expert and escalation resource for Extreme Networks' premier customers, providing technical guidance, recommendations, and consultation on Extreme Network products. You will be primarily onsite with customers, delivering white-glove support above standard maintenance contracts.
Key Responsibilities:
- Provide technical support to premier customers across Extreme's product portfolio, with focus on wireless, edge, campus, and cloud solutions
- Handle support cases, perform first-line troubleshooting, and escalate complex issues to Extreme's Global Technical Assistance Center (GTAC)
- Troubleshoot, diagnose, and resolve customer issues on Extreme equipment across all OSI layers
- Define, manage, and execute problem resolution plans; communicate closure and resolution to customers, partners, and internal teams
- Maintain and optimize customer Extreme environments through proactive health monitoring and tuning
- Configure and guide customers on ExtremeCloud IQ direction
- Manage hardware replacements in coordination with third-party maintainers
- Participate in weekly support meetings and provide regular status reporting
- Manage multiple simultaneous tasks and handle after-hours/weekend support as required
- Pursue technical training and industry certifications to enhance delivery capabilities
Work Schedule: Sunday–Thursday, 8am–5pm local time (or as agreed). Flexible scheduling required for customer needs; limited travel (<20%) as agreed.
Requirements:
- Bachelor's degree in a technical field, Master's in Computer Science, or equivalent work experience
- 8–10 years' experience in technical support environments with significant exposure to Layer 1–7 troubleshooting, signaling, data analytics, switching, and routing
- Strong preference for cloud, Ethernet fabrics, and network management experience
- Fluent English (technical and business usage: documents, emails, conference calls)
- Experience/knowledge of wireless technology, preferably Extreme Wireless
- Experience/knowledge of Extreme Networks wired portfolio and Switch Engine (ExOS)
- Experience/knowledge of ExtremeCloud IQ and Extreme Platform ONE
- Customer-first attitude with demonstrated commitment to customer satisfaction
- Very strong interpersonal and soft skills
- Ability to navigate politically charged situations and understand business impact of interactions
- Ability to work effectively with customers and partners from different geographies; cultural sensitivity required
- Highly motivated, self-directed, and able to function effectively with minimal supervision
- Professional representation of Extreme Networks at all times
