Technical Support Senior Engineer | Government Cloud Team

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We are seeking a highly skilled and experiencedSenior Technical Support Engineerto 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 onWindows, Red Hat, and VMware vSphere, with a strong focus on theAura 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 thetechnical leadduring complex outages, providing expert-level troubleshooting and guidance under high-pressure scenarios, including participation in on-call rotation during nights and weekends.
• DeliverTier II/III supportfor application investigation, resolution, and escalation across the organization's technology ecosystem.
• Conductperiodic system security and performance reviews, ensuring the environment remains compliant, optimized, and resilient.
• Create and maintainaccurate and comprehensive technical documentation, including system configurations, troubleshooting procedures, and platform architecture.
• Communicate technical information clearly and professionally throughoral and written reports, ensuring transparency and alignment with internal and external stakeholders.
• Manage and maintaincertificates and licensesacross the Aura Stack platform, ensuring continuity and compliance.
• Remediate security vulnerabilities in accordance withFedRAMP-mandated timelines, working closely with security and compliance teams.
• Demonstrate a willingness to learn and support a wide range ofthird-party software and hardware applicationsfrom multiple vendors.

Qualifications:

• Extensive experience withWindows Server,Red Hat Linux, andVMware vSpherein a cloud or hybrid-cloud environment.
• Proven experience troubleshooting and supportingAura Stackor similar cloud infrastructure platforms.
• Strong understanding ofcloud integration,security best practices, andperformance tuning.
• Familiarity withFedRAMP complianceis 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).

Experience

• 5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent

Education

• Bachelor degree or equivalent experience |Master degree or equivalent experience

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.