Hybrid Premier Success Manager

at Extreme Networks

• Job title: Premier Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Switching
• Location requirements: Hybrid, Tokyo, Japan

About the role

• Premier Resident Engineer providing technical support for Extreme Networks products in Japan while collaborating with customer teams and facilitating solutions.

Responsibilities

• Provide full time technical Design, Deployment and support for designated customers.
• Responsible as technical lead and trusted advisor to the customer.
• Participate in meetings with customer to ensure proper prioritization of scheduled activities.
• Support resolving L2/3 Switch, SD-WAN, product issues in the customer site including onsite troubleshooting.
• Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem.
• Ability to manage a high work volume with time bound constraints.
• Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations.
• Escalate and collaborate with Extreme Global Technical Assistance Center(GTAC) to see the problem through to resolution
• Provide product training to the customer.
• Bug scrub report creation and explanation to the customer.
• Vulnerability report creation and explanation to the customer.
• Responsible as a liaison between sales, PLM, Engineering, GTAC (as required) and customer during all phases of implementation and production phases of the network.
• Work with Extreme partners and sales staff to implement Extreme solutions and provide knowledge transfer as required for the defined solution.
• Must maintain excellent knowledge on all Extreme product suites.

Requirements

• Fluent Japanese
• In-depth knowledge of any of the following networking technologies:
• Switching/Routing
• SD-WAN
• Expert in networking technologies with industry and regional knowledge and experience (5 or more years’ experience)
• Best to have a BS Degree in Computer Science or related field, or equivalent work experience.
• Best to have Network Certifications desired (i.e. CCNA, CISSP, CCIE, CWTS/CWNA, etc.)
• Organisation and time management skills - must be able to handle multiple issues in an organised manner
• Self-motivated and have the ability to work with minimal supervision
• Experience with Extreme Network products and solutions is a plus
• Native or business-level English and Japanese is a plus.

Benefits

• We encourage people from underrepresented groups to apply.
• Equal employment opportunities to all employees and applicants.