Job Description
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 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 Unifed Communications 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 Unifed Communications 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 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 inte