Senior Technical Account Engineer - BAE Systems

Senior Technical Account Engineer - BAE Systems

Lead the Technology. Own the Customer. Solve the Hard Problems. Avaya is looking for a Senior Technical Account Engineer to serve as the senior technical leader for a critical BAE Systems AP2 environment in Northern Virginia. This is not a traditional Tier 3 support role. You will be the customer's trusted technical advisor and the senior engineering authority for the account—owning complex technical issues, leading high-priority escalations, strengthening technical governance, and providing hands-on technical leadership across a sophisticated enterprise communications environment.

You will work directly with BAE customer stakeholders while leading and mentoring the engineers supporting the account. You'll be expected to understand the environment end-to-end, diagnose complex problems across Avaya communications platforms, SIP, call flows, network infrastructure, Cisco, Linux, Active Directory, and integrated third-party applications/CPE, and bring the right Avaya resources together to drive issues through resolution. The role is ideal for an experienced systems, communications, voice, network, or technical support engineer who enjoys being the person customers rely on when the problem is complex, the environment is mission-critical, and the solution requires both deep technical expertise and strong leadership.

Be the Technical Authority for the Account

Serve as the primary technical SME and customer-facing engineering leader for the BAE AP2 account. Develop trusted relationships with customer engineering, IT, infrastructure, and operational stakeholders. Understand the customer's technical environment, dependencies, priorities, and risks. Act as the senior technical point of contact for complex issues and customer concerns. Translate customer requirements and technical challenges into actionable plans for Avaya teams.

Participate in technical governance and customer meetings, providing status, risk assessments, recommendations, and technical direction.

Solve Complex Enterprise Communications Problems

This role requires someone who can go beyond individual product troubleshooting and understand how an enterprise environment works as a whole. You will troubleshoot and resolve complex issues involving:
Avaya Aura and enterprise communications platforms Aura Releases 6, 7, 8, 9, and 10 SIP and SIP signaling Call flows and call-flow troubleshooting G650 Network infrastructure and routing Cisco environments DNS / DHCP LDAP / Active Directory Linux Service Now Third-party applications and customer-premises equipment (CPE) You will perform both Break/Fix troubleshooting and implementation consulting, working across technology layers to isolate root cause and determine the appropriate path to resolution.

Lead Critical Escalations

Own high-priority and complex technical escalations from initial assessment through resolution. Lead troubleshooting efforts during critical customer-impacting incidents. Coordinate Engineering, Product, Support, and other Avaya resources as required. Drive root-cause analysis and corrective action. Maintain clear and proactive communication with customer stakeholders throughout an escalation. Identify recurring issues and proactively address technical risks before they become major customer-impacting events.

Lead and Mentor the Engineering Team

Provide technical leadership and mentorship to the two engineers currently supporting the account. Serve as their senior technical escalation point. Guide engineers through complex troubleshooting and customer issues. Establish technical standards, best practices, and operating procedures. Help strengthen the team's technical capabilities and ensure appropriate coverage for the customer environment. Promote knowledge sharing and continuous improvement.

Strengthen Technical Governance

Bring greater technical rigor and operational discipline to the customer relationship. Partner with account leadership to identify technical risks, opportunities, and areas for improvement. Ensure technical commitments and action items are clearly defined, tracked, and communicated. Develop and…