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Software Engineer - Customer Support

Date:  Apr 16, 2021

Thornton, CO, US

Requisition ID:  29937

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the position


  • Ability to analyze Linux application performance and identify potential application performance bottlenecks, and to facilitate root cause analysis of hypervisor, guest OS, or application problems.
  • Enterprise Virtualized environments: VMware vSphere products including ESXi,(Required), oVIrt/KVM, AWS, Azure
  • Experience with Network Storage systems (QNAP, XigmaNAS, NFS, iSCSI) for use in virtualized environments
  • Experience with Seibel ticketing systems, Confluence, JIRA, Sharepoint

About the responsibilities

  • Troubleshoot issues with respect to application operation, interoperability, and standards-based SIP communication.  Detection and Isolation of protocol issues to problematic systems.
  • Troubleshoot issues with respect to virtual private cloud involving onsite VMware or KVM environments.  Isolate issues with application, guest OS’s, virtual compute, memory, or storage subsystems.
  • Work closely with field services engineers, business partners, customers, and R&D development engineers to resolve issues on systems in the field.
  • Maintenance of customer environment troubleshooting lab systems. Ability to simulate customer environments within a virtual lab configuration.


  • Experience with Session Initiation Protocol (SIP) solution troubleshooting and SIP messaging.  Familiarity with the many SIP related RFCs.
  • Experience with protocol analysis relating to SIP, HTTP/S, SOAP, UDP, TCP, TLS, SSL, certificates, etc.
  • Experience with Avaya enterprise solutions, especially in the Aura core applications (Session Manager, System Manager, Communication Manager, Session Border Controller, etc.)
  • Troubleshooting hypervisor, guestOS, and application issues in Virtual Environments on VMware ESXi, KVM, AWS


Bachelor degree or equivalent experience
Advance Degree preferred

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 https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).

Nearest Major Market: Denver