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. 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. As a global networking leader, learn why there’s no better time to join the Extreme team. The Principal Wireless Software Engineer is a senior technical leader responsible for resolving the most complex and business-critical customer issues escalated through the Global Technical Assistance Center (GTAC). This role provides hands-on technical leadership across Development, QA, Product Management, and Support, driving issues from initial triage and reproduction through root-cause analysis, corrective action, validation, and customer resolution. The role serves as a senior Engineering representative to strategic global customers, combining deep expertise in embedded software, wireless connectivity, networking, and system-level debugging with robust customer leadership, judgment, and execution. The position is accountable not only for resolving individual escalations, but also for identifying systemic issues and driving improvements in product quality, diagnostics, supportability, engineering effectiveness, and customer experience. The Principal Wireless Software Engineer is a senior technical leader responsible for resolving the most complex and business-critical customer issues escalated through the Global Technical Assistance Center (GTAC). This role provides hands-on technical leadership across Development, QA, Product Management,



and Support, driving issues from initial triage and reproduction through root-cause analysis, corrective action, validation, and customer resolution. The role serves as a senior Engineering representative to strategic global customers, combining deep expertise in embedded software, wireless connectivity, networking, and system-level debugging with strong customer leadership, judgment, and execution. The position is accountable not only for resolving individual escalations, but also for identifying systemic issues and driving improvements in product quality, diagnostics, supportability, engineering effectiveness, and customer experience. 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. 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 custome

📌 Principal Wireless SW Engineer (Canada)
🏢 Extreme Networks
📍 Canada