SR FIELD SERVICE SUPPORT ENGINEER - 10009

Premier Service Delivery Engineers (PDEs) are dedicated resources to provide service and support for Extreme Networks products and solutions. Extreme's Premier Delivery Engineers (PDEs) will join the customer team in Japan and work full-time with highly skilled and experienced engineers. The PDE role requires extensive technical knowledge, troubleshooting abilities, and planning skills, as well as excellent customer interaction skills. PDE acts as a "trusted advisor" to customers. PDE's mission is to deploy the Extreme Network product suite with high quality and meet the functional requirements of its customers.

Responsibilities

Full-time network design, deployment, and support for designated customers; Serve as a technical leader and trusted advisor to customers; Participate in regular meetings with customers and adjust the priorities of scheduled activities; Resolve Network Security (NAC) and wireless products issues on-site and troubleshoot on-site; Perform lab reproduction testing, in-depth investigation of issues, and validation of fix patches provided by engineering teams to help customers resolve issues; Leverage existing problem databases, debugging tools, and lab simulations to analyze and resolve issues; Working with the Extreme Global Technical Assistance Center (GTAC) to help you resolve issues; Provide product training to customers; Create bug reports and explain them to customers; Create vulnerability reports and explain them to customers; Responsible for coordinating between sales, PLM (product management), engineering, GTAC (as needed) and customers in the implementation and operations phases; Work with Extreme partners and sales teams to implement Extreme solutions and conduct knowledge transfer as needed

Requirements

Frequent Japanese is required (business level required); Have in-depth knowledge of one of the following network technologies: Wireless Networks, Network Security (Network Access Control, Authentication); Expertise in network technology with industry and regional experience; Ability to develop implementation plans with high-level architecture diagrams, functional requirements, customer prerequisites, configurations, delivery times, and timelines; Defining User Acceptance Testing (UAT) and Functional Verification Criteria Based on MOPs (Procedure Manuals); Design, troubleshooting, and problem-solving skills in network environments; Organizational and time management skills that can respond to multiple issues while organizing them; Ability to act voluntarily and perform tasks with minimal supervision; Familiarity with the entire Extreme product suite

Nice to have

Bachelor's degree in computer science or related field, or equivalent work experience; Network-related certifications (CCNA, CISSP, CCIE, CWTS/CWNA, etc.); Experience with Extreme Network products and solutions; English skills