About the Role
The company, a leader in Enterprise Cloud Networking, is seeking an experienced Premier Resident Engineer (PRE). The PRE is a key member of the Premier Support Delivery Organization, providing enhanced post-sale support to customers enrolled in this premium white glove program. In this role, you will deliver technical guidance, recommendations, and issue escalation support for the company products utilized by designated customers.
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Responsibilities
As a Premier Resident Engineer, you will:
- Provide technical support to Premier customers, focusing on the product portfolio related to wireless, edge, campus, and especially cloud, while driving Premier services to support Cloud IQ.
- Handle case management, perform first-line troubleshooting, act as an escalation point for customer first-level engineers, and engage fully with GTAC for situation control and resolution.
- Assist third-party maintainers (TPM) with hardware replacements as necessary.
- Demonstrate mature network management and troubleshooting skills to understand, diagnose, and resolve issues with the company equipment.
- Define, manage, and execute problem resolution plans, communicating closure and resolution to customer support, Premiere Delivery Manager (PDM), partners, and customers.
- Provide maintenance, tuning, and proactively plan, maintaining health and optimization of clients’ environments.
- Engage in problem resolution, upgrades, and manage sensitive political situations as needed.
- Participate in weekly support meetings and provide regular status updates on projects and proactive support tasks.
- Effectively manage multiple tasks simultaneously.
- Configure and guide on the Cloud IQ direction.
- Utilize diagnostic aids, tools, and relevant lab equipment as necessary.
- Acquire and maintain extensive knowledge of the company products and their integration into our cloud strategy, pursuing technical training paths and industry certification to enhance delivery capabilities.
Travel and Work Hours
- Normal Work Hours: Sunday to Thursday, 8 AM - 5 PM local time, or as agreed upon with the customer.
- Flexibility: Must be able to adapt to last-minute changes and planned travel requirements, including after-hours and weekends when needed.
- Travel: Position primarily onsite with customers; limited travel (<20% or as agreed) may be required.
Qualifications
- Education: Bachelor’s degree in a technical field; Master’s in Computer Science or equivalent work experience is preferred.
- Experience: 8-10 years in a technical support environment with significant exposure to layer 1 through layer 7 troubleshooting, signaling, data analytics, and switching and routing. A strong preference for Cloud, Ethernet Fabrics, and Network Management experience.
- Languages: Business level communication required in English; proficiency in Arabic is preferred. Additional languages are advantageous.
Certifications/Accreditations
- Must acquire company certification(s) within one year of employment.
- Preferable certifications: CCNA, CCNP, and/or CCIE.
Technical Skills & Knowledge
- In-depth understanding of IP networking fundamentals and experience with IP protocols.
- Knowledge of network architectures, including the roles of routers, switches, and application Resident controllers.
- Strong network analysis skills and exceptional troubleshooting abilities. Ability to instruct others and enhance the expertise of the broader team.
- Familiarity with major internet routing protocols and experience with Fabric Connect (SPBm), Fabric Engine (VOSS).
- Knowledge of Cloud IQ Site Engine, Control, Analytics, and Wireless technology, as well as the wired portfolio, Switch Engine (ExOS), and Cloud IQ / Platform ONE.
Personal Skills
- Customer-first attitude with a focus on customer satisfaction through exceptional support.
- Strong interpersonal skills and model-level customer service/support skills.
- Ability to navigate politically charged situations with a thorough understanding of the business impact of customer and partner interactions.
- Must be culturally sensitive and able to work with customers and partners from diverse backgrounds.
- Highly motivated, proactive, and capable of functioning effectively with minimal supervision.
- Comfortable using technical and business English in various forms of communication (documents, emails, conference calls).
Salary
The salary for this role ranges between 290K - 320K SAR.
Benefits
The company promotes equal employment opportunities and ensures a workplace free from discrimination and harassment. We value diversity and inclusion and strive to foster an environment where every employee can succeed.
