Technical Support Engineer

we are looking for a Technical Support Engineer.
This combined position delivers end-to-end post-sales customer success by blending Professional Services (remote and on-site implementations, upgrades, and customer enablement) with Technical Support (Level 2/3 troubleshooting, incident ownership). The engineer owns the implementation delivery cycle and issue resolution cycle from initial report through reproduction and debugging, escalation to R&D/backline support when needed, and follow-up until solution delivery while maintaining high customer satisfaction.
Key Responsibilities:
Deliver Professional Services for AudioCodes solutions, including remote and on-site implementations, upgrades, and customer enablement activities.
Provide Level 2/3 technical support for AudioCodes customers and partners according to SLA across AudioCodes products (e.g., SIP/VoIP gateways, data networking, UC applications/appliances).
Own the problem resolution lifecycle: respond to trouble reports, perform remote sessions, troubleshoot and debug, reproduce issues in the lab, and drive resolution to closure.
Interface with backend support and R&D (L4) for advanced investigation and escalation; provide clear technical context, logs, and reproduction steps.
Document findings and actions clearly in tickets and produce customer-facing updates and status reports.
Ensure high Customer Satisfaction (CSAT) through effective communication, expectation management, and timely follow-up.
Administer external customer support accounts as required.
Participate in on-call rotations and support off-hours activities and installations when needed.
Contribute to technical documentation such as application notes, knowledge articles, and project documents.
May support pre-sales engineering activities, Proof of Concepts (POCs), and customer training when required.