Technical Support Engineer at AudioCodes

📍 Job Overview

Job Title: Technical Support Engineer
Company: AudioCodes
Location: Israel
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: 2025-06-24
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Provide Tier 4 technical support for VoIP and Voice AI Enterprise and Cloud products (SBC/VAIC)
Handle Tier 1/2/3 escalations and collaborate with developers, SE, PM, and QA teams worldwide
Troubleshoot network protocol issues and resolve customer problems efficiently

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to provide effective support to customers and collaborate with cross-functional teams.

💻 Primary Responsibilities

Escalation Management: Handle Tier 1/2/3 escalations and work closely with internal teams to resolve customer issues
Troubleshooting: Identify, diagnose, and resolve technical problems related to VoIP and Voice AI products
Collaboration: Work with developers, SE, PM, and QA teams to improve products and processes
Documentation: Maintain and update technical documentation, knowledge base articles, and troubleshooting guides
Customer Communication: Communicate effectively with customers to understand their issues and provide solutions

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work well under pressure to meet customer expectations and resolve technical issues promptly.

🎓 Skills & Qualifications

Education: Bachelor's degree in Engineering, Computer Science, or a related field

Experience: 2-5 years of experience in technical support, network troubleshooting, or a related role

Required Skills:

Network Protocols (L2, L3) knowledge
Experience in Telecom Industry (advantage)
Experience in SIP, VoIP, Cloud, and Virtualization (advantage)
Experience with dockers/cloud-based environments (strong advantage)
Excellent communication and interpersonal skills
Ability to handle multiple priorities and work well under pressure
Team player and fast learner
Good English, both written and verbal communication

Preferred Skills:

Experience with VoIP and Voice AI products
Familiarity with AudioCodes products (advantage)
Knowledge of network security and firewall configurations

📝 Enhancement Note: This role requires a strong technical background with a focus on network protocols and troubleshooting. Experience in the telecom industry and familiarity with VoIP and Voice AI products is highly desirable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in technical support, network troubleshooting, or a related role
Showcase problem-solving skills and ability to handle multiple priorities
Highlight any experience with VoIP, Voice AI, or related products

Technical Documentation:

Provide examples of technical documentation, knowledge base articles, or troubleshooting guides created
Demonstrate ability to explain complex technical concepts clearly and concisely

💵 Compensation & Benefits

Salary Range: The average salary for a Technical Support Engineer in Israel is around ₪6,000 - ₪9,000 per month, depending on experience and skills. This role is expected to fall within this range.

Benefits:

Competitive salary package
Health insurance and retirement benefits
Opportunities for professional development and training
Dynamic and collaborative work environment

Working Hours: Full-time position with standard working hours (40 hours/week) and the possibility of overtime during peak periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: AudioCodes operates in the telecommunications industry, focusing on voice networking and multimedia processing solutions.

Company Size: Medium-sized company with around 500 employees, providing a collaborative and dynamic work environment.

Founded: 1993, with a rich history in the telecom industry and a strong focus on innovation and customer satisfaction.

Team Structure:

Collaborative cross-functional teams, including developers, SE, PM, and QA
Global presence with teams based in Israel, the US, Europe, and Asia

Development Methodology:

Agile/Scrum methodologies for software development and product improvement
Regular code reviews, testing, and quality assurance practices
Continuous integration and deployment strategies

Company Website: www.audiocodes.com

📝 Enhancement Note: AudioCodes values innovation, collaboration, and customer satisfaction. This role requires strong teamwork and the ability to work effectively with global teams to resolve customer issues and improve products.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is a mid-level position, focusing on technical support, troubleshooting, and collaboration with cross-functional teams.

Reporting Structure: The Technical Support Engineer will report to the Technical Support Manager and work closely with internal teams, including developers, SE, PM, and QA.

Technical Impact: This role has a direct impact on customer satisfaction and product improvement by resolving technical issues and providing valuable feedback to internal teams.

Growth Opportunities:

Develop expertise in VoIP and Voice AI products and become a subject matter expert
Advance to a Senior Technical Support Engineer or Team Lead role
Transition to a more specialized role within the company, such as Product Management or Software Development

📝 Enhancement Note: This role offers opportunities for career growth and specialization within the technical support and product development domains.

🌐 Work Environment

Office Type: On-site, with a collaborative and dynamic work environment that encourages teamwork and knowledge sharing.

Office Location(s): The primary office is located in Israel, with additional offices in the US, Europe, and Asia.

Workspace Context:

Modern office space with state-of-the-art equipment and tools
Collaborative workspaces and meeting rooms for team discussions and training sessions
Access to virtual workspaces and remote collaboration tools for global teamwork

Work Schedule: Standard working hours (40 hours/week) with the possibility of overtime during peak periods. Flexible work arrangements may be available based on team needs and performance.

📝 Enhancement Note: AudioCodes offers a collaborative and dynamic work environment that fosters teamwork and knowledge sharing. This role requires strong communication skills and the ability to work effectively with global teams.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, English proficiency, and overall fit for the role
Technical Interview: A deep dive into technical skills, network protocols, and troubleshooting experience
Case Study: A hands-on exercise to demonstrate problem-solving skills and ability to handle multiple priorities
Final Interview: A discussion with the hiring manager to assess cultural fit and answer any remaining questions

Portfolio Review Tips:

Highlight experience in technical support, network troubleshooting, or a related role
Showcase problem-solving skills and ability to handle multiple priorities
Demonstrate any experience with VoIP, Voice AI, or related products

Technical Challenge Preparation:

Brush up on network protocols (L2, L3) and troubleshooting skills
Familiarize yourself with AudioCodes products and their features
Prepare for case studies and hands-on exercises that test your problem-solving skills and ability to handle multiple priorities

ATS Keywords: Network Protocols, VoIP, SIP, Cloud, Virtualization, Troubleshooting, Technical Support, Customer Service, Collaboration, Teamwork, Problem-Solving, English Communication

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their experience and expertise in network protocols and troubleshooting.

🛠 Technology Stack & Web Infrastructure

Network Protocols:

L2 (Ethernet, Wi-Fi, etc.)
L3 (IP, TCP, UDP, etc.)
SIP, RTP, H.323, and other VoIP-related protocols

Troubleshooting Tools:

Wireshark, tcpdump, or other packet capture tools
Network analysis tools (e.g., SolarWinds, Nagios, etc.)
Collaboration and remote access tools (e.g., Microsoft Teams, Zoom, etc.)

AudioCodes Products:

Media Gateways (SBC, MG, etc.)
VoiceAI (VAIC, VAAS, etc.)
Session Border Controllers (SBC)
Media Servers (MS, MSS, etc.)

📝 Enhancement Note: Familiarity with AudioCodes products and their features is advantageous for this role, as it will enable candidates to provide more effective support to customers and collaborate more efficiently with internal teams.

👥 Team Culture & Values

Technical Support Values:

Customer-centric approach and focus on customer satisfaction
Strong problem-solving skills and attention to detail
Excellent communication and interpersonal skills
Ability to work well under pressure and handle multiple priorities
Teamwork and collaboration with cross-functional teams

Collaboration Style:

Collaborative and dynamic work environment that encourages knowledge sharing
Regular team meetings and training sessions to improve skills and processes
Cross-functional collaboration with developers, SE, PM, and QA teams to improve products and services

📝 Enhancement Note: AudioCodes values collaboration, teamwork, and customer satisfaction. This role requires strong communication skills and the ability to work effectively with global teams to resolve customer issues and improve products.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex network issues and resolving customer problems efficiently
Keeping up-to-date with the latest network protocols and technologies
Collaborating effectively with global teams to resolve customer issues and improve products

Learning & Development Opportunities:

Develop expertise in VoIP and Voice AI products and become a subject matter expert
Attend training sessions and workshops to improve technical skills and knowledge
Participate in cross-functional projects to gain exposure to different aspects of the business

📝 Enhancement Note: This role offers opportunities for career growth and specialization within the technical support and product development domains. Candidates should be prepared to take on challenges and continuously develop their skills and knowledge.

💡 Interview Preparation

Technical Questions:

Network Protocols: Explain the difference between L2 and L3 network protocols. Describe a scenario where you had to troubleshoot a network issue and walk through your approach to resolving it.
Troubleshooting: Describe a complex technical issue you faced in a previous role and how you went about resolving it. What tools did you use, and what steps did you take to identify and fix the problem?
AudioCodes Products: Explain the features and benefits of AudioCodes Media Gateways and VoiceAI products. Describe a scenario where you had to configure or troubleshoot one of these products.

Company & Culture Questions:

Customer Focus: How do you ensure that you provide excellent customer service, even when facing challenging situations or tight deadlines?
Teamwork: Describe a time when you had to collaborate with a cross-functional team to resolve a complex issue. What was your role, and how did you contribute to the team's success?
Adaptability: How do you handle changes in priorities or unexpected challenges? Provide an example from a previous role.

Portfolio Presentation Strategy:

Highlight your experience in technical support, network troubleshooting, or a related role
Showcase your problem-solving skills and ability to handle multiple priorities
Demonstrate any experience with VoIP, Voice AI, or related products
Prepare a case study or example that illustrates your approach to troubleshooting and resolving complex technical issues

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their experience and expertise in network protocols and troubleshooting, as well as their ability to work effectively with global teams.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit your application through the Comeet job posting
Customize your resume and portfolio to highlight your experience in technical support, network troubleshooting, or a related role
Prepare for the phone screen, technical interview, case study, and final interview by brushing up on your network protocols, troubleshooting skills, and AudioCodes products
Research AudioCodes and their products to demonstrate your interest in the role and understanding of the company's offerings

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer