Sr Associate Technical Support Engineer

Extreme Networks Named to Computerworld’s 2023 List of Best Places to Work in IT!

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 and with double digit growth year over year, no provider is better positioned to deliver better outcomes on scale, than Extreme.

We believe in “walking the walk” of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive. 

Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East.

Technical Support Engineer - Level 1

Extreme Networks, Inc. is setting a new standard for superior customer experience by delivering network-powered innovation and market leading service and support. The company delivers high-performance switching and routing products for data center and core-to-edge networks, wired/wireless LAN access, and unified network management and control. Our award-winning solutions include software-defined networking (SDN), cloud and high-density Wi-Fi, BYOD and enterprise mobility, identity access management and security. Extreme Networks is headquartered in San Jose, CA and has more than 12,000 customers in over 80 countries.

For more information, please also visit the company’s website at http://www.extremenetworks.com

Job Overview:

A technical support engineer (TSE) is a key member to Extreme Networks service organization. A TSE is primarily responsible to delight our customers with excellent technical support and customer service skills. Additionally, the TSE is the first point of contact for the customer, with a mission to assist and guide their experience.

The ideal candidates will have NOC and/or TAC experience, outstanding customer skills, and a very strong desire to learn and develop technically. Strong working knowledge in networking technologies is a plus.

Responsibilities include:

Provide technical support for all Extreme products

Handle service requests (via phone, e-mail, and web) from external and internal customers

Manage service requests through research, problem solving, replication, and escalation

Update information repositories and knowledge base

Assist customers with basic network configuration and product information

Drive for continuous learning, results orientation, and teamwork

Weekends and some travel (5%) required

Technical Skills Requested:

Able to troubleshoot networking problems and deliver solutions with a high level of customer satisfaction

General knowledge of Ethernet, LAN/MAN/WAN networks

Basic knowledge of the TCP/IP protocol

1 year experience working directly with customers in any industry

Knowledge in Windows and Linux/UNIX

Ability to utilize the scientific method to solve problems

Active Cisco Certified Network Professional (CCNP)

Experience delivering customer support through Salesforce.com's Service Cloud

Experience developing KB solutions via a Knowledge-Centered Support (KCS) methodology

Ability to deliver technical support via social-collaboration

Technical Skills Preferred:

ENA, ENS, CCNA, CWNA or similar Technical Level of Certification

1 year experience working in a Call Center or Service Center

General knowledge of any routing protocols concepts such as RIP, OSPF & BGP

General knowledge of Wireless Networks and Security Protocols

Familiarity with Windows Servers, with emphasis on Active Directory, IAS/NPS Radius, DHCP and DNS

Familiarity with virtual machines & virtualization (VMware, Citrix, Red Hat, Microsoft)

Soft Skills Requested:

Excellent written, verbal communication, interpersonal and presentation skills.

Ability to function effectively in ambiguous circumstances.

Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.

Strong research skills, with emphasis on examining previous cases and solutions, then applying that knowledge to a current issue

Excellent team player as well as being able to work independently

Proven crisis management and leadership skills

Proven planning, prioritization and organizing skills.

Ability to multitask several critical issues simultaneously

Self-motivated and seeks opportunities for excellence pro-actively

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.