Principal Technical Support Engineer

Date:  May 18, 2024

Pune, MH, IN

Requisition ID:  36544

About Avaya

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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.

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Job Information

Job Code: 00255943

Job Family: Services

Job Function: Services Engineering

Job Description


•    Prior Avaya, exposure in serving Global Customers
•    Communication Manager 5x, 6.x , 7.x and 8.x 10.x  and/or IP Office (Must Have)
•    AVAYA media Gateway, Media Server, G350, G450, G650 
•    System Platform 
•    System and Session manager
•    Avaya Virtualization Platform/ESXi VMWARE
•    CMM 5.x, 6.x, 7.x 
•    AVAYA endpoints 2600, 4600, 9600 and J Series, Conference endpoints, Softphone ONE-X, ONEX-CES, Equinox, Workplace, etc.
•    Servers HP Proliant DL360/g7,g8,g9 and g10 ,IBM system 3550M2 M3 and M4 , Dell R610/20 /30 /40, ACP
•    Session Border Controller (SBC)
•    Knowledge or familiarity with physical layer testing standards for DS0’s & DS1’s
•    Linux red hat distributions
•    ITIL knowledge and certification would be an asset
•    In-depth Understanding of Session Initiation Protocol (SIP)
•    Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager)
•    Demonstrated Oral & Written Communication skills & Team Player.
•    Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc. 


•    Full time role servicing Avaya Global Customers.
•    Willingness to work in a 24x7 environment/Night Shift
•    Minimal travel required.


Typically requires a 7-10 years of experience and a Bachelors degree or equivalent or a 5 years of experience and a Masters degree or equivalent.

Short Description

An individual contributor who provides advance remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products. Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network. Independently works on problems of diverse scope. Provides coaching to lower level engineers and are available to work on special projects.


4 - 5 years of experience and a Bachelors degree or equivalent or a 2 years of experience and a Masters degree or equivalent


Bachelor degree or equivalent experience
Master degree or equivalent experience

Preferred Certifications


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. You may also review the Avaya Global Privacy Policy (accessible at and applicable Privacy Statement relevant to this job posting (accessible at