Premier Resident Engineer -Japan,Tokyo-Principal Field Service Support Engineer

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.

Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.

We believe in “walking the walk” of our strong core values, which enable us to advance successfully together. Diversity and inclusion are vital parts of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive.

Premier service Resident Engineer (PRE) is a designated resource to provide service and support for Extreme Networks products and solutions.

Premier Resident Engineer Role:

The Extreme Premier Resident Engineer (PRE) will work within a customer team of highly skilled and experienced engineers to support a full-time resident engineer position in Japan. area. The PRE role requires a broad range of technical, troubleshooting, and planning skills as well as, excellent customer communication skills. The PRE is considered a “trusted advisor” for the customer during the engagement. The PRE’s role is to provide a high-quality implementation of all areas of the Extreme Network product suites, by ensuring that all networking implementations meet the customer’s functional requirements.

Responsibility:

• Provide full time technical Design, Deployment and support for designated customers.
• Responsible as technical lead and trusted advisor to the customer.
• Participate in meetings with customer to ensure proper prioritization of scheduled activities.
• Support resolving L2/3 Switch, SD-WAN, product issues in the customer site including onsite troubleshooting.
• Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem.
• Ability to manage a high work volume with time bound constraints.
• Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations.
• Escalate and collaborate with Extreme Global Technical Assistance Center(GTAC) to see the problem through to resolution
• Provide product training to the customer.
• Bug scrub report creation and explanation to the customer.
• Vulnerability report creation and explanation to the customer.
• Responsible as a liaison between sales, PLM, Engineering, GTAC (as required) and customer during all phases of implementation and production phases of the network.
• Work with Extreme partners and sales staff to implement Extreme solutions and provide knowledge transfer as required for the defined solution.
• Must maintain excellent knowledge on all Extreme product suites:

Requirements:

• Fluent Japanese
• In-depth knowledge of any of the following networking technologies:
• Switching/Routing
• SD-WAN
• Expert in networking technologies with industry and regional knowledge and experience. (5 or more years’ experience)
• Follow Extreme Premier Services PDIO (Plan/Design/Implement/Operate) implementation methodology. Plans to include high-level architecture diagrams, functional capabilities, highlight customer prerequisites, configurations and track deliverable dates and timelines for a production implementation. Define UAT, and Functional Validation criteria within a MOP (Method of Procedure) document.
• Must have strong skills in Design, troubleshooting and problem resolution in a network environment using above network product.
• Best to have a BS Degree in Computer Science or related field, or equivalent work experience.
• Best to have Network Certifications desired (i.e. CCNA, CISSP, CCIE, CWTS/CWNA, etc.)
• Organisation and time management skills - must be able to handle multiple issues in an organised manner
• Self-motivated and have the ability to work with minimal supervision
• Experience with Extreme Network products and solutions is a plus
• Native or business-level English and Japanese is a plus