Technical Support Engineer

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 Technical Support 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 support team with members in the USA and Israel.

Your mission:

• 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
  
  

• Strong troubleshooting and debugging skills
• Strong communication and interpersonal skills
• Strong written and spoken English
• Hands-on experience with network, system, or cloud administration (Azure – an advantage)
• Experience with Kubernetes – an advantage
• BS/MS in Computer Science, Electrical Engineering, or a relevant military background – an advantage