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Unified Professional Services Engineer & Project Manager :

Unified Professional Services Engineer & Project Manager :

Extreme NetworksDubai, Dubai, United Arab Emirates
25 منذ أيام
الوصف الوظيفي

Unified Professional Services Engineer & Project Manager

Join to apply for the Unified Professional Services Engineer & Project Manager role at Extreme Networks .

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 digital transformation and deliver progress. Extreme Networks is a global leader with hubs in Europe, North America, South America, Asia Pacific, and the Middle East.

The Resident Engineer and Project Manager is a hybrid role combining deep technical expertise with strategic customer engagement. This role is primarily focused on delivering high-quality professional services implementations across networking technologies, while supporting customer success initiatives to ensure satisfaction, retention, and long-term value. As implementations are completed and moved into production, the primary function will be as the resident engineer supporting the customer network day-to-day and managing change.

Responsibilities

  • Project implementation and management – 75% (Year 1)
  • Assist Sales with scoping projects and defining Professional Services deliverables.
  • Provide project implementation support onsite and remotely.
  • Responsible for creation and maintaining project documentation during implementation.
  • Act as technical lead and trusted advisor to the customer during implementation.
  • Responsible as liaison between sales and customers during implementation.
  • Work with Extreme partners and sales staff to implement the Extreme solution that was sold.
  • Must maintain excellent knowledge of all Extreme product suites.
  • Coach and mentor other members of Professional Services and Partner organizations.
  • Ability to escalate any customer issues to management in a timely manner.
  • Assist management and Product Management with estimating Professional Services engagements.
  • Occasionally present Professional Services offers to customers.

Premier Resident Engineer Responsibilities

  • Account support : 85% (Year 2).
  • Provide day-to-day operations, consulting, change-management support to the assigned customer.
  • Coordinate as the focal point for all post-sales technical activities with Premier Success Manager (PSM), Sales Teams, GTAC, Professional Services, Cloud Services and every part of Extreme's Support organization.
  • Proactively engage customers for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of feature requests for enhancements to product management.
  • Provide support for quarterly reviews to the PSM and Account team.
  • Utilize Extreme’s SFDC reporting capabilities for product trend analysis for early awareness of issues.
  • Provide on-site or remote presence during critical or high-visibility engagements, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation.
  • Work with and provide daily guidance as needed to Extreme GTAC and HW / SW engineers assigned to work issues reported by the assigned customer base.
  • Respond promptly to customer needs, providing value added services where applicable.
  • Support the PSM to ensure accurate documentation of the customer’s Extreme network, and that information is current and available for customer support to access and streamline issue resolution.
  • Monitor, review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification / engagement of technical support management team and product quality.
  • Provide proactive administration of the customer’s environment : review cases and conduct early trend indicator analysis, review logs, Field Notices, EOL, EOS, etc.
  • Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent customer requirements to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements.
  • Demo and provide on-going training and assistance on our Extreme Platform ONE software package.

    • Revenue Generating Service Projects

  • Work closely with the customer to ensure customer satisfaction of all professional services account engagements.
  • Support the sales team on pre-sales activities such as customer escalations / troubleshooting, customer demonstrations, lab setup, training / knowledge transfer, sales calls – travel when essential.
  • Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements.
  • Support post sales services engagements such as installations and assessments.
  • Develop relationships with customers where new product services can be suggested and accordingly passed along to the sales team for potential new sales opportunities.

    • Knowledge Growth and Transfer

  • Mentor and coach co-workers and peers. Share valuable knowledge openly.
  • Develop and maintain Extreme customer operation procedures documentation.
  • Maintains current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers.

    • Sports, Venues and Entertainment Accounts Only

  • Coordinate Extreme Validated Configurations (EVC) documentation and present to the customer ensuring their networks are consistently optimized to the environment.
  • Coordinate and / or provide product training.
  • Provide gameday or event support as needed.
  • Provide and interrupt post event analytics if subscribed.

    • Other duties as assigned

  • Travel and typical work hours : Monday through Friday.
  • Weekends or overnight hours may occasionally be required for exceptional customer needs or critical support situations.
  • Candidate must be available for critical customer issues nights and weekends.
  • Occasional maintenance window support at night or weekend.
  • May be required to work at customer site full- or part-time.

    • Location

  • Primarily based in Dubai – UAE.
  • May be required to support the business in other EMEA locations.

    • Requirements

  • Fluent in English with high technical proficiency.
  • Other languages skills are an advantage.
  • Expert in networking technologies with 6+ years of experience, plus regional knowledge.
  • Thorough knowledge of security design features and ability to analyze network and systems security design (4+ years).
  • Strong troubleshooting and problem-resolution skills in a network environment.
  • Keen ability to understand and analyze customer requirements and position the Extreme solution effectively.
  • Ability to implement Extreme products and solutions in mission-critical environments with scheduled downtime or no downtime.
  • Demonstrated ability to manage complex customer interactions and manage expectations to maintain customer satisfaction.
  • Excellent interpersonal, technical presentation, and communication skills.
  • Proven team player and willingness to travel.
  • Willingness to work out of hours when required and to work at customer sites as needed.
  • Self-motivated with the ability to work with minimal supervision.
  • Excellent time management skills.

    • Desired Skills / Experience

  • B.S. in Computer Science or related field, or equivalent work experience.
  • Network certifications (e.g., CCNA, CISSP, CCIE, CWTS / CWNA) and Windows / Linux administration skills (basic to intermediate).
  • Knowledge of application behavior and visibility.
  • Basic project management skills.
  • In-depth knowledge of Extreme technologies is a plus (e.g., Extreme Switching and Routing, Campus Fabric, Data Center solutions, Extreme Network Management / XMC, Extreme Site Engine (XIQ-SE), NAC, Wireless / Cloud Wireless / WiNG, Workflow Composer / StackStorm, Scripting / Workflows, Python).
  • Expert knowledge of Layer 2 and Layer 3 technologies (OSPF, BGP).

    • Extreme Networks Culture

  • Teamwork : The strength of a team is greater than the individual; we pull our weight and celebrate wins as a team.
  • Transparency : We share what is happening and strive for clarity and knowledge sharing.
  • Candor : We value honest, constructive communication without sugarcoating.
  • Curiosity : We seek to learn and improve continuously.
  • Ownership : We take accountability for outcomes for customers, stakeholders, and ourselves.
  • Inclusion : We foster diversity and encourage diverse perspectives.

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    إنشاء تنبيه وظيفي لهذا البحث

    Project Engineer • Dubai, Dubai, United Arab Emirates