Principal Wireless SW Engineer

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.

Key Responsibilities

Customer Escalation & Technical Leadership: Lead the technical triage, prioritization, and escalation of customer‑reported issues from GTAC. Own the end‑to‑end technical resolution of critical customer issues, coordinating cross‑functional teams across Development, QA, Product Management, and Support. Serve as the senior Engineering interface for worldwide customers, providing technical leadership during high‑priority escalations and executive‑level discussions. Drive rapid root‑cause analysis and resolution of complex issues spanning software, firmware, hardware, operating systems, networking, and system integration. Make strategic recommendations regarding issue prioritization and engineering resource allocation based on customer and business impact. Influence and align stakeholders across organizations to ensure timely resolution of customer‑critical issues. Lead difficult customer situations through strong technical credibility, negotiation, conflict resolution, and expectation management. Engineering & Problem Solving: Lead complex debugging and failure analysis involving embedded software, firmware, device drivers, wireless connectivity, networking stacks, hardware interfaces, and applications. Establish reproducible failure conditions and drive investigations from symptom identification through root cause, corrective action, validation, and closure. Provide hands‑on technical guidance to engineering teams during high‑severity and technically complex investigations. Translate recurring customer escalations and field failures into actionable product, architecture, test, diagnostics, and supportability improvements. Mentor engineers in advanced debugging, structured problem solving, root‑cause analysis, and effective customer engagement. AI‑Assisted Troubleshooting & Engineering: Leverage AI and Generative AI tools to accelerate issue triage, log and trace analysis, source‑code analysis, failure‑pattern identification, root‑cause investigation, and technical knowledge discovery. Combine AI‑assisted insights with traditional debugging techniques and engineering judgment to diagnose complex software, firmware, hardware, connectivity, and system‑level issues. Develop and improve AI‑assisted troubleshooting workflows, diagnostic automation, and knowledge‑retrieval capabilities to increase engineering efficiency and reuse of previous solutions. Critically evaluate and validate AI‑generated hypotheses and recommendations using reproducible engineering evidence before applying them to technical decisions or customer‑facing conclusions. Apply AI responsibly when working with customer information, proprietary data, source code, and other sensitive engineering information. Continuous Improvement: Champion initiatives that improve product quality, reliability, diagnostics, supportability, and operational efficiency. Identify recurring failure patterns and drive systemic corrective actions to prevent recurrence. Improve engineering troubleshooting practices, tools, documentation, and knowledge reuse. Strengthen collaboration between Engineering, QA, Product Management, GTAC, and customer‑facing organizations. Required Qualifications

Education &

Experience:
Bachelor's or Master's degree in Computer Engineering, Computer Science, Electrical Engineering, or a related technical discipline. 10+ years of software development experience, including demonstrated technical leadership in complex engineering environments. Extensive experience working directly with global customers and managing high‑severity technical escalations. Proven ability to lead cross‑functional technical teams in fast‑paced, customer‑critical environments. Software & Embedded Systems: Expert software development and debugging skills in C/C++, with strong working proficiency in Java and Python. Extensive experience with embedded systems, System‑on‑Chip (SoC) platforms, firmware, device drivers, and Embedded Linux and/or RTOS environments. Proven ability to diagnose complex issues spanning hardware, firmware, operating systems, networking stacks, and applications. Strong system‑level debugging and root‑cause analysis skills. Wireless & Networking: Deep expertise in wireless connectivity technologies, including Wi