Customer Support Engineer III

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.

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Job Description

Avaya is seeking a highly skilled Customer Support Engineer to provide expert-level, post-sales technical support for enterprise customers using Avaya’s communications and contact center solutions. This role will focus on remote diagnostics, installations, upgrades, and real-time troubleshooting across core platforms including Avaya Communication Manager, Session/System Manager , and Contact Center applications .

You’ll work independently and collaboratively to resolve complex issues, lead technical discussions, and drive customer satisfaction in mission-critical environments.

Requirements

What You’ll Do

• Provide remote technical support for Avaya software, hardware, and integrated systems
• Support customer installations, configurations, migrations, and upgrades
• Troubleshoot and resolve advanced issues with Avaya CM , Session Manager , and System Manager
• Work with third-party systems and support teams to ensure full-stack resolution
• Create and maintain high-quality documentation for incident management and technical resolutions
• Collaborate across engineering, product, and customer success teams
• Occasionally provide on-site support as required
• Mentor junior engineers and contribute to internal knowledge sharing

What You’ll Bring

• 5–8 years of experience in technical support or engineering
• Deep expertise with Avaya Communication Manager , SIP , and Contact Center solutions
• Strong knowledge of system integrations and VoIP architectures
• Excellent communication, problem-solving, and customer-facing skills
• Ability to manage high-pressure, time-sensitive issues with professionalism and poise

Must-Have Requirements

• Active Top-Secret SCI clearance with Full-Scope Polygraph (required at time of application)
• Bachelor's degree in a technical field or equivalent experience
• Experience supporting Avaya systems in secure, enterprise environments

The pay range for this opportunity is from $150,000 to $171,000 + performance-related bonus + benefits.

This range represents the anticipated low and high ends of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, competencies, and location.

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Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

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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.