Voice Support Engineer

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.

Responsibilities

Ensure the reliability, clarity, and stability of the telephony systems that power AI-driven customer experiences; Diagnose and resolve complex SIP, RTP, and PBX-related issues across the platform and customer integrations; Own the full lifecycle of voice troubleshooting, from initial triage through root-cause analysis, using SIP traces, packet captures, signaling logs, and provider diagnostics; Collaborate with customer engineering teams, IT staff, PBX administrators, and telecom providers; 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; Identify recurring issue patterns and propose long-term fixes; Improve monitoring, alerting, and observability across the 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 voice products

Requirements

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

Nice to have

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; Annual budget for professional development and training opportunities; Office Setup Stipend; Medical, dental, and vision insurance; Flexible PTO; Meals & Snacks; Fitness Stipend (reimbursement of monthly membership costs); Commuter Benefits (coverage of eligible transportation costs); 401(k)