About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Description

We are seeking a highly skilled and experienced Senior Technical Support Engineer to serve as a subject matter expert (SME) in supporting and maintaining a complex cloud-based infrastructure. This individual will play a key role in managing and troubleshooting systems built on Windows, Red Hat, and VMware vSphere, with a strong focus on the Aura Stack platform. The ideal candidate will have deep technical expertise, a proactive approach to issue resolution, and a strong commitment to maintaining system security and performance.

Key Responsibilities:

• Serve as the technical lead during complex outages, providing expert-level troubleshooting and guidance under high-pressure scenarios, including participation in on-call rotation during nights and weekends.
• Deliver Tier II/III support for application investigation, resolution, and escalation across the organization’s technology ecosystem.
• Conduct periodic system security and performance reviews, ensuring the environment remains compliant, optimized, and resilient.
• Create and maintain accurate and comprehensive technical documentation, including system configurations, troubleshooting procedures, and platform architecture.
• Communicate technical information clearly and professionally through oral and written reports, ensuring transparency and alignment with internal and external stakeholders.
• Manage and maintain certificates and licenses across the Aura Stack platform, ensuring continuity and compliance.
• Remediate security vulnerabilities in accordance with FedRAMP-mandated timelines, working closely with security and compliance teams.
• Demonstrate a willingness to learn and support a wide range of third-party software and hardware applications from multiple vendors.

Qualifications

• Must be a US Citizen
• Extensive experience with Windows Server, Red Hat Linux, and VMware vSphere in a cloud or hybrid-cloud environment.
• Proven experience troubleshooting and supporting Aura Stack or similar cloud infrastructure platforms.
• Strong understanding of cloud integration, security best practices, and performance tuning.
• Familiarity with FedRAMP compliance is strongly preferred.
• Excellent communication and documentation skills.
• Ability to work both independently and collaboratively in a fast-paced, mission-critical environment.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

The pay range for this opportunity is from $88,350 to $119,320 + performance-related bonus + benefits.

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Experience

Education

Preferred Certifications

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.