Sr. Technical Support Engineer
North Carolina, US
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at 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:
- 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).
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