Voice Support Engineer

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.

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…