Technical Support Engineer

Date:  Nov 18, 2023

cdmx, CMX, MX

Requisition ID:  35837

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. 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.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.


An individual collaborator who provides remote support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic capabilities. Provides support for equipment in production, system configurations and upgrades for medium complexity end users through Advance troubleshooting. Includes support for third-party products. Analysis of symptoms, logs and data necessary to solve problems of medium complexity. Propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved. You can proactively monitor downstream effects as a result of the solution. It may highlight other issues. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc. Works with limited guidance on process within defined criteria.


  • Proficient in maintenance of Avaya communication systems including IP/SIP Systems, based in Avaya technologies, converged technologies and Contact Center
  • Provides customer with remote support regarding Avaya Aura Communication Manager, Avaya Session Manager, Avaya System Manager, Media Servers, IP Office, Breeze, SBCE Avaya provisioning software and IP networking. Recording Systems or Contact Center products as  AES, CMS, Experience Portal, Predictive Dialers 
  • Ability to diagnose trouble on SIP environments / system integrations.  
  • Ability to troubleshoot IP protocol traces, logs  and integration products.
  • Ability to support Voice over IP/SIP, end points and trunks 
  • Ability to support contact center applications 
  • Work with engineers to troubleshoot complex customer issues involving VOIP and other converged technologies in English Language
  • Troubleshoot connectivity issues to peripheral/adjunct equipment such as CMS/IVR/Voice Portal/EMMC/AES / Recording systems
  • Understanding of Call Centers; able to edit vectors to adjust Call Center flows and productivity 
  • Interface with other vendors,  Carrier Service providers, 3rd party manufacturers 
  • Performs moves, adds and changes for customers when needed 
  • Ability to work effectively with co-workers and fulfill customer requests
  • Ability to clearly define and explain technical issues 
  • Will be required to be on call 
  • Willing to learn new technologies and new product
  • Professional English language skills are required; written, speak fluent and comprehension skills Able to work in a global team environment.
  • Identifies, analyzes, and resolves incidents on Avaya Products Environment
  • Provide break-fix remote support.
  • Analysis of symptoms, logs and data required to resolve product issues of low-medium complexity. 
  • Contribute significantly to client satisfaction and interface with internal areas to defined tasks
  • Operate in an ITIL model.
  • Contribute actively to meet SLA and other contract requirements.
  • Contribute with Team to delivering Knowledge Transfer Sessions 
  • Escalate unresolved issues to level 3 and required through standard escalation process.


  • Advanced experience in VoIP and SIP technologies or
  • Avaya technical support experience 3-5 years
  • Medium experience managing Operating Systems, Vmware , Data Bases
  • Medium experience Network and communications protocols and HTML 
  • Demonstrable experience working on implementation or support with Avaya related products and services at least 3 years
  • Extensive system administration experience in Avaya technology on the following platforms: Communication Manager, Session Manager, System Manager, AES, CMS, Modular Messaging and Vector routing
  • Good understanding of Contact Center products like voice response units, call reporting systems and call routing products. 
  • A general understanding or experience in voice platform peripherals and how they connect to voice infrastructure (such as IVR, CTI, Dialers, call recording and other voice applications)
  • Ability to troubleshooting in networking with TCP/IP and SIP, SNMP, TLS protocols 
  • Understanding of DMCC/TSAPI/ASAI/CVLAN protocols 
  • VMware basic Knowledge
  • Medium understanding of Call Recorder systems 
  • Medium understanding of IVR systems 
  • Advanced networking experience with IP and SIP applications 
  • Identify problem, analysis of logs and data required to resolve product issues of High complexity. 
  • Strong communication skills required 
  • Understanding of QoS (Quality of Service) and the OSI model 
  • Strong knowledge of Operating Systems Linux and Microsoft Windows familiarity with command Line Ability to navigate and configure 
  • Ability to Advance troubleshooting in Voice communications systems and Contact Center. 
  • Experience installing, supporting or Administration Avaya products. 3 ~ 5 years
  • Especially Incident Management Solid Troubleshooting skill, Self-sufficient to determines and develops approach to solutions.
  • ITIL aligned service delivery model, understanding of SLA's, Contract Penalties etc. 
  • Experience providing Remote Services in a 24/7 environment. 
  • Willing to learn new technologies and new product
  • Capacity to work under pressure.
  • Full time employee working period of 8 hours in 7x24 scheme.
  • Possible on call-time out business Hours 
  • Engineering Degree in Telecommunication, Computation Systems, Communications or equivalent.
  • Analysis Capacity for troubleshooting
  • Capacity to work under pressure.
  • Professional English language skills are required; written, speak fluent and comprehension skills Able to work in a global team environment.
  • Desired Qualifications, certifications, education or alternative expected in Vmware, Databases, Linux or Network IP Telephony 

Avaya Product Knowledge desired at least 3 from below list:


  • Avaya Aura 
  • Avaya Application Enablement Services
  • Experience Portal
  • Avaya Call Recording
  • Work Force Management
  • Call Management System
  • Virtualization (VMware)
  • Linux Operating Systems



Avaya ACIS/ACSS, Contact Center, ACIS - Small/Medium Enterprise Communications, ACSS - Small/Medium Enterprise Communications, APDS - Unified Communications, IP Office.
System administration experience in Avaya technology on the following platforms: Communication Manager, Session Manager, System Manager, AES, CMS, Modular Messaging and Vector routing
Knowledge in Data Bases Manage, Language programming 



  • Engineering Degree in Telecommunication, Computation Systems, Communications or equivalent.
  • Desired Certifications from Avaya Learning any Avaya product ACIS or ACSS
  • Certification: Avaya Certification or Industry Certification – ACIS/ACSS are preferred or RHCE or CCNA


3 to 5 years


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 #LI-LD1