Unified Professional Services Engineer & Project Manager with Extreme Networks Experience

Unified Professional Services Engineer & Project Manager*Experience with Extreme Networks Products is a must for this role specifically Extreme Fabric is highly desirable.Over 50000 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. Come become part of something big with us! We are a global leader with hubs in Europe North America South America Asia Pacific and the Middle East.Professional Services ResponsibilitiesProject Implementation and management 75% (Year 1)Assist Sales with scoping projects and define Professional Services deliverables.Provide project implementation support onsite and remote.Responsible for creation and maintaining project documentation during implementation.Responsible as technical lead and trusted advisor to the customer during implementation.Responsible as liaison between sales and customers during implementation.Work with Extreme partners and sales staff to implement the Extreme solution that was sold.Must maintain excellent knowledge of all Extreme product suites.Coach and mentor other members of Professional Services and Professional Services partners.Ability to elevate any customer issues to management in a timely manner.Assist management and Product Management with estimating Professional Services engagements.Occasionally present Professional Services offers/ability to customers.Premier Resident Engineer ResponsibilitiesAccount support 85% (Year 2)Provide day‑to‑day operations consulting change‑management support to the assigned customer.Coordinate as the focal point for all post‑sales account‑related technical activities with Premier Success Manager (PSM), Sales Teams, GTAC, Professional Services, Cloud Services and every part of Extreme’s vast Support organization.Proactively engage customers for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of feature requests for enhancements are given to product management.Provide support for quarterly reviews to the PSM and Account team.Utilize Extreme’s SFDC reporting capabilities for product trend analysis for early awareness of issues.Provide on‑site or remote presence during critical or high‑visibility engagements, project‑managing account recovery activities while delivering the appropriate ongoing status and post‑mortem documentation.Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer base.Respond promptly to customer needs providing value‑added services where applicable.Support the PSM to accurate documentation of customers Extreme network and associated information is current and available for customer support to access and streamline the issue resolution process.Monitor review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team and product quality.Provide proactive administration of the customers environment: Review cases and conduct early trend indicator analysis review logs Field Notices EOL EOS etc.Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements.Demo and provide ongoing training and assistance on our Extreme Platform ONE software package.Revenue Generating Service ProjectsWork closely with the customer to ensure customer satisfaction of all professional services account engagements.Support the sales team on pre‑sales activities such as customer escalations/troubleshooting customer demonstrations lab set‑up training/knowledge transfer sales calls travel when essential.Proactively engage the sales team to create awareness of new product and solution offerings and first‑hand account knowledge of future customer growth requirements.Support post‑sales services engagements such as installations and assessments.Develop relationships with customers where new product services can be suggested and accordingly passed along to the sales team for potential new sales opportunities.Knowledge Growth and TransferMentor and coach co‑workers and peers. Share valuable knowledge openly.Develop and maintain Extreme customer operation procedures documentation.Maintain current industry trends, competition and technical and product knowledge with respect to its value to Extreme customers.Sports Venues and Entert