Service Reliability Engineer

Description:

AudioCodes (NASDAQ, TASE: AUDC) has a proven 30-year track record of domain expertise in enterprise voice services, along with a history of innovation in conversational AI SaaS applications. With solutions powering Fortune 100 enterprises, our Voice.AI platform transforms workplace collaboration through cutting-edge conversational AI technologies.

Meeting Insights, launched in early 2024, has quickly gained hundreds of customers and POCs. We are now entering a new growth phase in application development.

We are looking for a Service Reliability Engineer to support our enterprise-grade SaaS Meeting Intelligence solution, working closely with enterprise customers, partners, and internal teams to deliver measurable value.

You will join a dynamic R&D group developing AI-powered UC recording SaaS solutions, and provide expert support for complex production issues in collaboration with field engineers, R&D, and customers.

This is a hands-on role requiring strong troubleshooting skills, a passion for learning new technologies, and ownership of service reliability and quality.

The position is based in Israel, as part of a global SRE team with members in the USA and Israel.

· Investigate, troubleshoot, and resolve complex production issues and escalations

· Monitor production systems and proactively identify potential reliability risks

· Participate in a 24/7 on-call rotation to support critical incidents

· Work closely with R&D, QA, PM, CSM, and other teams to resolve issues and improve system reliability

· Collaborate directly with customers on technical escalations on a regular basis

· Analyze incidents, perform root cause analysis, and contribute to post-incident reviews

· Follow and contribute to troubleshooting protocols and best practices

· Maintain and improve monitoring, alerting, and observability tools

· Create and maintain internal environments for testing and troubleshooting

· Document solutions and contribute to internal and customer-facing knowledge bases

· Support training activities for service teams when required