Voice Support Engineer

Our mission is to make exceptional healthcare accessible anytime, anywhere, for everyone.

At Assort Health, we believe healthcare should feel effortless and connected — quick answers, clear communication, and seamless access to care. That’s why we’re building a new foundation for how patients and providers connect, driven by AI, built to embrace the complexities of healthcare, and tailored to each provider’s unique needs.

Assort is the most comprehensive patient experience platform powered by specialty-specific agentic AI. Assort’s omnichannel AI agents seamlessly integrate with EHR/PMS and complicated provider preferences to eliminate lengthy hold times and inefficiencies that stand in the way of patients getting the care they need.

Since launching in 2023, Assort has managed over 65M+ patient interactions
, slashing average hold times from 11 minutes to 1 minute
. Our platform now handles calls for thousands of providers with 98%+ resolution rates and 99% scheduling accuracy
. Patient satisfaction averages 4.4/5, and we’ve achieved 11× revenue growth since Q4 2024
. We’re scaling rapidly and expanding adoption across the entire healthcare industry.

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.

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.

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.

• 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

• Experience with Twilio, Signal Wire, 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…