Technical Support Engineer

Description

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.

Skills & Competencies

·        Exceptional troubleshooting, debugging, and analytical skills; ability to isolate issues across voice, networking, and server infrastructures.

·        Strong organizational skills and ability to manage multiple parallel activities (tickets, projects, and onsite engagements).

·        Excellent customer-facing communication skills (written and verbal) with the ability to explain technical topics clearly.

·        Patience, persistence, and a strong desire to help customers achieve success with our products.

·        Team-oriented mindset with demonstrated ability to collaborate across Support, Services, and R&D.

Requirements

Required Qualifications

·        Minimum 3 years of experience in a customer-facing technical role.

·        In-depth, hands-on experience with telecommunications equipment and environments (Voice & UC technologies, data networking equipment, PSTN and VoIP protocols, TCP/IP, Microsoft Server infrastructure, etc.).

·        Excellent English written and oral communication skills.

·        Clearance 3 level — mandatory.

Preferred / Advantageous Experience

·        Experience with Microsoft Unified Communications solutions (Microsoft Teams).

·        Session Border Controller (SBC) experience and familiarity with vendors/solutions such as AudioCodes, Ribbon/Sonus, Oracle/Acme Packet, Avaya, Cisco, Patton, Sangoma.

·        Strong data networking and telephony experience (QoS, dynamic routing protocols, IPSec, routing and bridging).

·       Experience working in an OEM/Vendor or Service Provider environment supporting telephony, ACD/PBX, and voice communication systems.

·       Bachelor’s degree in engineering or University Diploma in Telecommunications, Electrical Engineering, or Computer Science.

·       Experience writing technical/project documents (e.g., application notes).

Working Conditions

·        Remote and onsite customer engagements across Israel

·        May include out-of-hours work for implementations, maintenance windows, and critical incidents.

·        On-call duty participation as required.