What You'll DoAs a Voice (VoIP) Support Engineer, you'll ensure the reliability, clarity, and stability of the telephony systems that power our AI-driven customer experiences. You will diagnose and resolve complex SIP, RTP, and PBX-related issues across our platform and customer integrations. Your work will directly impact how our customers trust and adopt our voice products.
You'll own the full lifecycle of voice troubleshooting-from initial triage through root-cause analysis-leveraging SIP traces, packet captures, signaling logs, and provider diagnostics to resolve issues quickly and decisively.
Work Directly With Customers and PartnersYou'll collaborate closely with customer engineering teams, IT staff, PBX administrators, and telecom providers to:
- Understand call flows, routing logic, and integration patterns
- 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
- Communicate findings clearly, whether the root cause lies in the network, PBX, or provider
- Build trusted relationships by handling difficult technical conversations with empathy and rigor
Through these interactions, you'll help customers deploy more stable systems-and help Assort build better ones.
Improve Systems, Tools, and ProcessesYou'll work cross-functionally with product, engineering, and operations to:
- Identify recurring issue patterns and propose long-term fixes
- Improve monitoring, alerting, and observability across our voice stack
- Influence roadmap decisions with field insights
- Document best practices and internal runbooks for faster, more reliable voice troubleshooting
- Strengthen the operational foundation for scaling our voice products
Your voice expertise will help shape how Assort Health evolves its telephony capabilities as we grow.
What You Bring- 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
Bonus Skills- 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 & Perks for Assorties- Competitive Compensation - Including salary and employee stock options so you share in our success.
- Lifelong Learning - Annual budget for professional development, plus training opportunities to help you grow.
- Office Setup Stipend - We'll outfit your in-office workspace so comfy as it's productive.
- Top-Tier Health Coverage - Medical, dental, and vision insurance, because your health comes first.
- Flexible PTO - We trust you to take the time you need to recharge and come back ready to crush it.
- 🥗 Meals & Snacks - Lunch, dinner, and snack breaks that fuel great ideas.
- Fitness Stipend - Your wellness matters. We reimburse monthly membership costs to support your health.
- 🚆 Commuter Benefits - We cover eligible transportation costs to make your trip to work easier.
- 401(k) - Build your retirement savings.
