Voice Support Engineer

Assort Health•San Francisco, CA

11d

About The Position

As a Voice (VoIP) Support Engineer, you will ensure the reliability, clarity, and stability of telephony systems that power Assort Health’s AI-driven customer experiences. You will diagnose and resolve complex SIP, RTP, and PBX-related issues across the platform and customer integrations, helping customers trust and adopt the company’s voice products. You will own voice troubleshooting from initial triage through root-cause analysis, using SIP traces, packet captures, signaling logs, and provider diagnostics. You will work directly with customer engineering teams, IT staff, PBX administrators, and telecom providers to investigate call flows and routing, resolve telephony issues, advise on configuration, communicate findings, and build trusted relationships. Working cross-functionally with product, engineering, and operations, you will identify recurring problems, recommend lasting fixes, improve monitoring and observability, share field insights to inform the roadmap, document troubleshooting practices, and strengthen operations as the voice products scale.

Requirements

At least 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 such as Wireshark or tcpdump and PBX logs, such as Asterisk, FreePBX, 3CX, Cisco, or Genesys.
Ability to diagnose one-way audio, codec mismatches, registration failures, and DID routing problems.
Clear, calm communication skills with technical and non-technical audiences.
Experience working directly with customers in a technical support or engineering capacity.
Comfort navigating ambiguous issues spanning network, PBX, and carrier boundaries.
Bachelor’s degree in a technical field or equivalent practical experience.

Nice To Haves

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

Responsibilities

Own voice troubleshooting from initial triage through root-cause analysis.
Diagnose and resolve SIP, RTP, and PBX-related issues across the platform and customer integrations using SIP traces, packet captures, signaling logs, and provider diagnostics.
Collaborate with customer engineering teams, IT staff, PBX administrators, and telecom providers to understand call flows, routing logic, and integrations.
Investigate and resolve issues such as one-way audio, call failures, and signaling mismatches.
Guide customers on configuration best practices for SIP trunks, DIDs, queues, and ring groups.
Communicate findings clearly, including whether root causes involve the network, PBX, or provider, and handle technical conversations with empathy and rigor.
Identify recurring issue patterns and propose long-term fixes.
Improve monitoring, alerting, and observability across the voice stack.
Use field insights to influence roadmap decisions.
Document best practices and internal runbooks for voice troubleshooting.
Strengthen the operational foundation for scaling voice products.