Voice Support Engineer

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

Building Healthcare That Remembers

Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this. No one should have to.

At Assort Health, we're building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. What began as the first voice AI agent to schedule a specialty appointment has become the largest proprietary specialty dataset in healthcare: 285 million patient interactions, 62,000 care protocols, 1.6 million decision pathways.

We went from 15 people in 2025 and will cross 250 by the end of 2026. Revenue is up 20x in 15 months and we've raised $222 million, including a recent $120 million Series C at a $1.2 billion valuation. We've also been named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30 as the only healthcare AI company on the list!

Healthcare spends $1.1 trillion a year on administration instead of care.

What You'll Do

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. 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 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.

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.

How We Work & What We Value

Our team at Assort Health moves fast, stays focused, and is fueled by a desire to serve our customers and patients. Our company values guide how we work—they are present in how we show up, make decisions and work together to move our mission forward. We bring a Day One Drive, relentlessly striving to improve, keep a 5-Star Focus, as our customers are our lifeblood, always Answer the Call, remembering that ownership and accountability are paramount, and show up with One Pulse, because we are one team, with one rhythm and one result. Our team is growing and we are looking for motivated, hardworking, and passionate talent.

Please note: the Assort Health Talent Team will only email you from an assorthealth.com email address.