Resident Engineer - Remote USA

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.

Resident Engineers (RE) provide technical support to the customer related to the installation and deployment of Extreme Networks equipment.  The responsibilities include the development of documentation required for equipment installation, design and logical configuration of Extreme Networks devices, management of projects, and troubleshooting of issues during equipment installation and migration.  REs use considerable judgment and experience to analyze, evaluate, and diagnose complex equipment and/or network problems in a minimum amount of time.  They independently develop and execute effective action plans to overcome issues or establish work-arounds to system problems. RE’s keep customers and management informed on a timely basis and according to defined timelines.  If the problem is determined to be an Engineering issue, they work independently with the appropriate engineering resources to bring the issue to closure.  This includes, but is not limited to, gathering sample traffic and replicating issues in the lab.  If the problem is not reproducible in the lab, the RE will work with the customer to get remote access to their network.   RE’s apply job skills and internal policies and procedures to plan and execute a wide range of difficult and complex repair and maintenance tasks such as complex hardware/software installations, upgrades, and reconfigurations.

Day-to-Day Responsibilities 

·        Provide technical support to customers related to the design, logical configuration, and installation documentation of Extreme Networks products and technologies

·        Review of incoming requests from customers, manage schedules of equipment installation and escalation to ensure projects meet committed timelines

·        Provide direct on-site support to customers and field personnel in resolving engineering problems related to Extreme Networks products and technologies

·        Display the ability to orchestrate customers networking needs into a virtualized environment utilizing scripting with strong Linux abilities

·        Document customer issues in a service request database

·        Ensure client expectations are properly managed and technical issues are resolved to the customer's satisfaction in a timely manner

·        Work with Extreme Networks escalation support and product development teams to bring highly complex customer issues to timely resolution

·        Verify software defect fixes in a lab before software releases are provided to customer

·        Document all events and interactions related to resolving customer’s technical issues

·        Provide hands on engineering and operational direction for network analytics platform

·        Create Methods of Procedure for operations team implementation

·        Design and Drive deployment of new tools within the performance and analytics domain

·        Candidate must be able to effectively manage many different tasks simultaneously.

·        Review and potential creation of technical documentation for training materials, technical marketing collateral, and troubleshooting guides may be required.

·        Must be highly skilled in the use of diagnostic aids, tools and appropriate lab equipment including the ability to instruct remote employees during troubleshooting events.

·        Accept and complete special project assignments.

Education and Experience

·        Exceptionally strong customer relations and communication skills

·        BS in a Computer Science, Electrical Engineering, or equivalent experience in the related field

·        5 years or more of working experience in the computer or networking industry

Required Skills:

·        Significant experience with element management, network management tools, alarming, reporting, and network operations.

·        Excellent understanding of the utilization of Policy Base Route Maps and Access Lists for the purpose of traffic steering, replication and flooding to various analytics tools

·        Excellent IP networking fundamentals and extensive experience in the application of IP protocols.

·        Excellent understanding of network architectures including the roles of routers, switches, and application delivery controllers.

·        Excellent understanding of wireless, especially LTE networks for the purpose of designing configurations to collect data from signaling flows utilized to various tools.

·        Excellent network analysis fundamentals and robust troubleshooting skills, especially L1/2/3 troubleshooting skills. Must be able to teach others and grow functional expertise of broader team.

·        Experience with: ARP, STP, DHCP, NAT, VRRP, RIP, OSPF, TCP/IP, VPN, UDP, HTTP, SSH, SSL and DNS.

·        Experience with: virtualization, network management, network security, firewalls, cache servers, proxies, WAN optimizers, web servers and Linux

·        Experience with SNMP and SNMP based SIEM and NMS systems

·        Experience with RDBMS, preferably Oracle.

·        Experience with packet analyzers like Wireshark

·        Experience communicating and organizing project requirements

Highly desirable:

·        Experience with: Linux, Open Daylight, Openstack, Open Source software, Server Load Balancers (SLB) and GSLB

·        Certifications BCNE, BCNP, BCLE, or BCLP are highly preferred or other industry certifications will be considered.

·        Experience with network security, firewalls, server load balancers, GSLB, cache servers, proxies, WAN optimizers, web servers, Linux and scripting (Python, Perl, Bash, PHP, TCL, UNIX shell, etc.).

·        Duties will require being on call periodically and working outside normal working hours (evenings and weekends).

Physical requirements:

·        Frequent use of mouse and keyboard • Frequent phone usage • Occasional lifting up to 20 pounds

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.