PRINCIPAL FIELD SERVICE SUPPORT ENGINEER
Job Summary
Job Description
Extreme Networks is seeking a Principal Field Service Support Engineer. This role involves providing onsite technical operations, deployment, network monitoring, and escalation support for Premier Extreme customers, focusing on Campus Fabric (formerly Avaya) VSP, ERS, XMC & XIQ products. Responsibilities include first-line troubleshooting, acting as an escalation point for customer engineers, and managing problem resolution plans. The engineer will also review technical documentation, use diagnostic tools, and coach customer engineers and new team members. A strong understanding of network management, troubleshooting, and layer 1-7 protocols is required, with at least 6-8 years of experience in a technical support environment.
Must have:
- 6-8 years in technical support
- Layer 1-7 troubleshooting
- Switching/routing expertise
- Experience with Extreme Campus Fabric (Avaya)
Good to have:
- Knowledge of fabric connect technology
- Experience with VSP/ERS products
- CCNA, CCNP, or CCIE certifications
5 skills required
Job Details
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.
Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.
There has never been a better time to join Extreme, after three acquisitions extending our portfolio and go to market strategy, we have seen enormous opportunity and growth within the region. Aside from being a Technology Leader in the Gartner Magic Quadrant, we also adamantly promote an internal culture that truly embraces diversity, inclusion and equality in the workplace. Having Diversity and Inclusion as part of our core values and beliefs, we’re proud to foster an environment where every Extreme employee can thrive because of their differences, not despite them.
The Onsite Engineer is a field-based member of the Premier Support Delivery organization that provides onsite technical operations, deployment, network monitoring and escalation support for Premier Extreme customers.
· Provide onsite and/or remote technical support to Extreme Premier Customers focusing on Campus Fabric (Formerly Avaya) VSP, ERS, XMC & XIQ and future products. Duties include first line troubleshooting, acting as an escalation for customer 1st level engineers, and full engagement with Extreme Networks GTAC for situation control and resolution.
· Mature network management and troubleshooting skills; understand, troubleshoot, diagnose and resolve customer issues on Extreme Campus Fabric (Formerly Avaya) equipment.
· Define, manage, and execute problem resolution plans and communicate closure/resolution to Extreme customer support, SAM, partners, and customers.
· Effectively manage many different tasks simultaneously.
· Duties include but are not limited to problem resolution, upgrades as well as involvement and management of ‘political' situations.
· Review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
· Ability to use diagnostic aids, tools and appropriate lab equipment as necessary.
· Coach and assist in training customer engineers, new Extreme team members.
· Acquire and maintain extensive knowledge on all Extreme Campus Fabric, VSP, ERS, XMC, XIQ (routing, switching, network management and cloud) products plus any new Extreme Networks equipment the customer intends to deploy.
· 6-8 years' experience in a technical support environment including significant exposure to layer 1 through layer 7 troubleshooting, data analytics, switching/routing.
· Knowledge on fabric connect technology, VSP/ERS products portfolio is an advantage. Having certifications like CCNA, CCNP, and/or CCIE is a plus.
Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. 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. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.
We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.
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