Unified Professional Services Engineer & Project Manager

Responsibilities

Professional Services Implementation (Year 1, 75%)

• Lead and manage project implementation (onsite/remote)
• Assist in scoping projects and defining Professional Services deliverables
• Create and maintain project documentation
• Operate as technical lead and trusted customer advisor
• Act as liaison between sales and customers during implementation
• Implement Extreme solutions in collaboration with partners and sales
• Maintain advanced knowledge of all Extreme products
• Mentor and coach Professional Services colleagues and partners
• Escalate customer issues to management as required
• Assist management and Product Management with service estimations
• Present service capabilities to customers as needed

Premier Resident Engineer (Year 2, 85%)

• Day-to-day operational, consulting, and change-management support
• Coordinate post-sales technical activities (with PSM, Sales, GTAC, Cloud, etc.)
• Gather and communicate requirements for product enhancements
• Support quarterly reviews and utilize SFDC for trend analysis
• Maintain presence (on-site/remote) during critical situations
• Guide GTAC and HW/SW engineers on customer issues
• Ensure up-to-date customer documentation
• Monitor support cases and spot trends
• Proactive administration, log review, and issue trend analysis
• Deliver training and assistance on Extreme Platform ONE software

Revenue Generating Service & Other Projects

• Support professional services projects to ensure customer satisfaction
• Support sales in pre-sales and post-sales activities; travel as necessary
• Develop customer relationships and uncover new service opportunities
• Provide installations and assessments post-sale
• Mentor and coach co-workers; maintain operational procedures
• Stay updated on industry trends, competition, and product knowledge

Specialized Support (Sports, Venues & Entertainment Accounts only)

• Optimize and document customer environments (EVC)
• Provide event/gameday support and post-event analytics
• Deliver product training for accounts

Other Duties

• Travel within UAE and EMEA as needed, including maintenance windows and exceptional support (occasional evenings/weekends)
• May be required to work onsite (full or part time)

Requirements

• Fluent in English (high technical standard)
• Six or more years’ networking experience
• Four or more years’ security design/analysis
• Strong troubleshooting and problem-solving skills
• Customer requirements analysis
• Mission-critical implementation experience
• Manage complex interactions and expectations
• Excellent interpersonal and technical communication
• Team player
• Ability/willingness to travel
• Available for out-of-hours and weekend support when required
• Ability to work independently
• Excellent time management
• Other language skills (advantage)

Preferred Qualifications

• B.S. in Computer Science or related field (or equivalent experience)
• Industry certifications (e.g., CCNA, CISSP, CCIE, CWTS/CWNA)
• Average-level Windows and Linux admin skills
• Familiarity with Application behavior/visibility
• Project Management skills (basic)
• In-depth knowledge of Extreme technologies: Switching & Routing, Campus Fabric, Data Center, Network Management (XMC/XIQ-SE), NAC, Wireless (Cloud/WiNG), Workflow Composer/Stackstorm
• Scripting (Python)
• Expert level in Layer 2/3 tech (esp. OSPF/BGP)

Benefits

• Health Insurance
• Paid Leave
• Visa

About the Company

Extreme Networks is a global leader in end-to-end, cloud-driven networking solutions used by over 50,000 customers worldwide. With double-digit growth year after year and top-rated services and support, Extreme is uniquely positioned to help customers realize their digital transformation strategies. The company emphasizes teamwork, transparency, candor, curiosity, ownership, and an inclusive culture, empowering employees and customers alike.