Technical Support Senior Engineer | Government Cloud Team

Avaya • Norfolk, VA

20d • Remote

About The Position

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. 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 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 expertise, a proactive approach to issue resolution, and a strong commitment to maintaining system security and performance.

Requirements

• Extensive experience with Windows Server, Red Hat Linux, and VMware vSphere in a cloud or hybrid-cloud environment.
• Proven experience troubleshooting and supporting Aura Stack or similar cloud infrastructure platforms.
• Strong understanding of cloud integration, security best practices, and performance tuning.
• 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).
• 5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent

Nice To Haves

• Familiarity with FedRAMP compliance is strongly preferred.

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 II/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 internal and external stakeholders.
• Manage and maintain certificates and licenses across the Aura Stack platform, ensuring continuity and compliance.
• Remediate security vulnerabilities in accordance with FedRAMP-mandated timelines, working closely with security and compliance teams.
• Demonstrate a willingness to learn and support a wide range of third-party software and hardware applications from multiple vendors.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior