Voice Support Engineer

The role

You will ensure the reliability and stability of telephony systems that power AI-driven customer experiences. You will diagnose and resolve complex SIP, RTP, and PBX-related issues through troubleshooting and collaboration with customers and partners.

What you will do

• Ensure reliability, clarity, and stability of telephony systems
• Diagnose and resolve complex SIP, RTP, and PBX-related issues
• Own the full lifecycle of voice troubleshooting from triage to root-cause analysis
• Collaborate with customer engineering teams, IT staff, PBX administrators, and telecom providers
• Investigate and resolve issues such as one-way audio, call failures, or signaling mismatches
• Guide customers through configuration best practices for SIP trunks, DIDs, queues, and ring groups
• Identify recurring issue patterns and propose long-term fixes
• Improve monitoring, alerting, and observability across the voice stack
• Influence roadmap decisions with field insights
• Document best practices and internal runbooks

Required qualifications

• 3+ years of experience supporting VoIP systems, SIP-based platforms, or enterprise telephony
• Strong knowledge of SIP signaling, SDP/RTP media flow, NAT traversal, and call routing
• Hands-on experience with packet capture tools (Wireshark, tcpdump) and PBX logs (e.g., Asterisk, FreePBX, 3CX, Cisco, Genesys)
• Ability to diagnose issues such as one-way audio, codec mismatches, registration failures, and DID routing problems
• Clear, calm communication skills with both technical and non-technical audiences
• Experience working directly with customers in a technical support or engineering capacity
• Comfortable navigating ambiguous issues that span network, PBX, and carrier boundaries
• Bachelor’s degree in a technical field or equivalent practical experience

Nice to have

• Experience with Twilio, SignalWire, or other CPaaS platforms
• Familiarity with SBCs, firewalls, and VoIP-related network configurations
• Background troubleshooting in hybrid environments (cloud + on-prem PBXs)
• Ability to write or read basic scripts (Python, Bash) to accelerate debugging or automate tasks
• Experience in fast-paced startup or customer-facing operations roles

Benefits

• Competitive Compensation including salary and employee stock options
• Annual budget for professional development and training opportunities
• Office Setup Stipend
• Medical, dental, and vision insurance
• Flexible PTO
• Lunch, dinner, and snack breaks
• Monthly fitness membership reimbursement
• Commuter Benefits
• 401(k)

About the company

Assort Health is building an AI agent to create one continuous conversation for every patient. The company has raised $222 million and was named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30.