Assort Health · 1 month ago
Voice Support Engineer
San Francisco HQ
Full-time
Onsite
Mid Level
3+ years expAssort Health is dedicated to making exceptional healthcare accessible anytime, anywhere, for everyone. As a Voice Support Engineer, you will ensure the reliability and stability of telephony systems, diagnose complex issues, and work closely with customers and partners to enhance voice product stability and performance.
Artificial Intelligence (AI)Business Process Automation (BPA)Telehealth
Responsibilities
SUPPORT AND MAINTAIN HIGH-RELIABILITY VOICE INFRASTRUCTURE
As 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
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 PARTNERS
You’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 PROCESSES
You’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
Qualification
Required
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
Preferred
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 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.
Unlimited 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) – Let us help you plan for the future. We’ve got you covered.
Company
Assort Health
Assort Health provides voice AI agents designed for healthcare call centers, enabling automation of appointment management tasks.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$101.5MKey Investors
Lightspeed Venture PartnersQuiet Capital
2025-08-26Series B· $76M
2025-04-16Series A· $22M
2024-03-14Seed· $3.5M
Leadership Team
Jeffery Liu
Founder, co-CEO
Jon Wang
Founder, co-CEO
Recent News
2025-10-22
2025-10-16
globallegalchronicle.com
2025-10-10
Company data provided by crunchbase