Senior VoIP Support Engineer — Healthcare Telephony Champion

Health Data Innovations, Inc.; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation with stock

Annual learning budget

Office setup stipend

Health, dental, vision insurance

Flexible PTO

Meals and snacks

Fitness stipend

Commuter benefits

401(k)

Job summary

Assort Health is hiring a Voice (VoIP) Support Engineer to ensure the reliability and clarity of our telephony systems powering AI-driven patient experiences.

You will diagnose SIP/RTP issues, own full voice troubleshooting lifecycle, and collaborate with customer teams to optimize call flows and resilience. Strong communication and 3+ years in VoIP are required, with a technical degree or equivalent experience.

Qualifications

• 3+ years of experience supporting VoIP systems and SIP-based platforms.
• Strong knowledge of SIP signaling, SDP/RTP, NAT traversal, and call routing.
• Hands-on with packet capture tools (Wireshark, tcpdump) and PBX logs (Asterisk, FreePBX, 3CX, Cisco, Genesys).
• Diagnose issues such as one-way audio, codec mismatches, registration failures, and DID routing.
• Clear, calm communication with both technical and non-technical audiences.
• Experience working directly with customers in a technical support role.
• Comfortable navigating issues across network, PBX, and carrier boundaries.
• Bachelor's degree in a technical field or equivalent practical experience.

Responsibilities

• Ensure the reliability, clarity, and stability of the telephony systems powering our AI-driven customer experiences.
• Diagnose and resolve SIP, RTP, and PBX-related issues across our platform and customer integrations.
• Own the full lifecycle of voice troubleshooting—from triage to root-cause analysis using traces and logs.
• Collaborate with customer engineering teams, IT staff, PBX administrators, and telecom providers to optimize call flows.
• Identify recurring issue patterns and propose long-term fixes.
• Improve monitoring, alerting, and observability across the voice stack.
• Document best practices and internal runbooks for faster voice troubleshooting.

Skills

VoIP support

SIP signaling

packet capture

PBX logs

Network troubleshooting

Clear communication

Customer interaction

Bachelor's degree readiness

Education

Bachelor's degree in a technical field

Tools

Wireshark

tcpdump

Asterisk

FreePBX

3CX

Job description

Assort Health is hiring a Voice (VoIP) Support Engineer to ensure the reliability and clarity of our telephony systems powering AI-driven patient experiences.

You will diagnose SIP/RTP issues, own full voice troubleshooting lifecycle, and collaborate with customer teams to optimize call flows and resilience. Strong communication and 3+ years in VoIP are required, with a technical degree or equivalent experience.