Professional Services Resident Engineer

The Resident Engineer role combines deep technical expertise with strategic customer engagement, primarily focused on delivering high-quality professional services implementations across networking technologies. This position also supports customer success initiatives to ensure satisfaction, retention, and long-term value. Once a project implementation is completed and transitioned into production, the Resident Engineer will support the customer network on a day-to-day basis and manage change effectively.

Professional Services Responsibilities

• Project Implementation and management (85% Year 1)
• Assist Sales in scoping projects and defining Professional Services deliverables.
• Provide project implementation support both onsite and remotely.
• Create and maintain project documentation throughout the implementation process.
• Serve as the onsite technical lead and trusted advisor during implementation.
• Act as a liaison between sales and customers during implementation phases.
• Collaborate with colleagues, partners, and sales staff to implement the sold solution.
• Maintain comprehensive knowledge of all product suites.
• Coach and mentor colleagues and partners in Professional Services.
• Timely escalation of customer issues to management.
• Assist management and Product Management with estimating Professional Services engagements.
• Occasionally present Professional Services offers to customers.

Premier Resident Engineer Responsibilities

• Account support (85% Year 2)
• Provide day-to-day operations, consulting, and change-management support for the assigned customer.
• Coordinate all post-sales account-related technical activities with the Premier Success Manager (PSM), sales teams, GTAC, and Professional Services.
• Engage customers proactively for requirements regarding product enhancements to improve serviceability and usability.
• Support quarterly reviews with the PSM and account team.
• Utilize SFDC reporting for product trend analysis and early issue awareness.
• Provide on-site or remote support during critical engagements, managing account recovery activities.
• Guide GTAC and HW/SW engineers on issues reported by the customer base.
• Respond promptly to customer needs, offering value-added services as appropriate.
• Ensure accurate documentation of customer networks for streamlined issue resolution.
• Monitor and track all support cases, taking appropriate actions to mitigate negative trends.
• Proactively administer the customer's environment and provide early trend analysis.
• Engage in customer requirements for enhancements and represent those needs to Engineering.

Knowledge Growth and Transfer

• Mentor co-workers and share knowledge openly.
• Maintain customer operation procedures documentation.
• Stay current on industry trends, competition, and technical knowledge relevant to customers.

Other Duties as Assigned

• 5% of time.

Travel and Normal Work Hours

• Typical hours are Monday through Friday; occasional weekends or nights may be required for critical support.
• Candidate must be available for urgent customer issues outside regular hours.
• Some customers might require part-time or full-time onsite support.

Location Requirement

• Based primarily in Dubai, UAE, but may include support for other EMEA locations.

Requirements

• Fluent in English (technical proficiency required); other languages are advantageous.
• Expert in networking technologies with 6+ years of industry experience.
• Strong understanding of security design features with 4+ years of experience.
• Proven skills in troubleshooting and problem resolution in network environments.
• Ability to analyze customer needs and position solutions effectively.
• Experience implementing products in critical environments.
• Excellent interpersonal and communication skills; a proven team player.
• Willingness to travel and work outside regular hours when necessary.
• Self-motivated with minimal supervision; strong time management skills.

Desired Skills / Experience

• B.S. in Computer Science or related field, or equivalent experience.
• Network Industry Certifications are a plus.
• Average skills in Windows and Linux Administration.
• Basic project management skills.

In-Depth Knowledge of some or all of the following Technologies is a Plus

• Switching and Routing, Campus Fabric, Data Center solutions, Network Management tools, Wireless technologies, etc.

Expert Level Knowledge of

• All Layer 2 technologies and Layer 3 technologies, especially OSPF and BGP.

Company Culture

• Teamwork: Collective success is prioritized over individual achievements.
• Transparency: Openly sharing knowledge and performance insights is essential.
• Candor: Honest communication and constructive feedback are valued.
• Curiosity: A commitment to continuous improvement and understanding competition.
• Ownership: Accountability for outcomes affecting customers and stakeholders.
• Inclusion: Valuing diverse perspectives to support intelligent decision-making.