The Role
As a Technical Support Engineer, you will provide technical support for Extreme products, manage service requests, and assist customers with network configurations while ensuring high customer satisfaction.
Summary Generated by Built In
Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.
Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.
Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.
Ideal work hours: 12pm - 8pm EST
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.
Skills Required
- 1 year experience working directly with customers in any industry
- Active Cisco Certified Network Professional (CCNP)
- Able to troubleshoot networking problems
Extreme Networks Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Extreme Networks and has not been reviewed or approved by Extreme Networks.
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Flexible Benefits — Flexible work options and time‑off policies are emphasized through a 'Flex First' model with remote/hybrid choices and flexible or unlimited PTO. Wellness programs, volunteer time, and family leave round out a broad, adaptable package.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, including medical, dental, vision, mental health, and HSA eligibility. U.S. high‑deductible plans include a company HSA contribution, strengthening the financial value of coverage.
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Equity Value & Accessibility — Equity participation is accessible via RSUs and an ESPP that enables discounted stock purchases. Variable pay and equity components can materially lift total compensation when business performance is strong.
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The Company
What We Do
Extreme Networks, Inc. (EXTR) is a leader in cloud networking focused on delivering services that connect devices, applications, and people in new ways. 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.
