Voice Support Engineer (VoIP / OSS)

At OktoRocket, we power the next generation of connected services and communications across automotive, SaaS, and business platforms. We move fast, solve real problems, and take full ownership of how our systems work for thousands of end users. OktoRocket, LLC is a Tennessee-based software company specializing in sales and service analytics and industry-focused phone systems. Our voice platform unifies communication, engagement, and data into one intelligent system. Position Summary We are looking for a Voice Support Engineer to serve as the primary escalation point above Tier 1 support for complex VoIP and real-time communications issues. This is a hands-on, in-office role focused on owning investigation, diagnosis, and resolution of production voice issues. This position requires direct work on Linux-based, open-source VoIP systems. We operate and support our voice infrastructure in-house — this is not a vendor-managed environment. Key Responsibilities Act as the escalation point for voice-related issues beyond Tier 1 support, owning issues through resolution. Troubleshoot VoIP problems across SIP signaling, RTP/SRTP media paths, NAT traversal, call quality, and interoperability. Work directly on Linux servers using SSH, system and application logs, and packet captures. Support and maintain open-source VoIP platforms such as Asterisk, FreePBX, and similar OSS SIP or media servers. Investigate and support WebRTC-based communications, including

STUN/TURN/ICE

behavior and browser-based issues. Collaborate with backend, frontend, and DevOps teams on new voice features and system improvements. Contribute to operational excellence through runbooks, root cause analysis, metrics, dashboards, and alerting. Participate in an on-call rotation for voice-related incidents (with structured onboarding and support).

Requirements Technical Skills:

Strong working knowledge of SIP (transactions, dialogs, responses, SDP) and

RTP/SRTP

media behavior. Proven hands-on experience operating and troubleshooting Linux-based VoIP systems in production. Experience with open-source voice platforms such as Asterisk, FreePBX, or similar OSS systems. Comfort troubleshooting issues using SSH, logs, tcpdump, and Wireshark.

Solid networking fundamentals:

routing, firewall/NAT behavior, DNS, TLS/cert basics, and QoS concepts. Strong analytical and troubleshooting skills with the ability to remain effective during production incidents. Ownership mindset and comfort working in environments without vendor escalation paths.

Bonus Skills:

Experience with other open-source SIP or RTC components (e.g., SIP proxies, media relays, monitoring tools). Exposure to observability platforms or call quality analytics. Experience working with APIs, microservices, or cloud infrastructure. Telecom background, STIR/SHAKEN, or call analytics experience.

Compensation & Benefits Salary Range:

$100,000

• $130,000/year Health, dental, and vision insurance Retirement with company match Paid time off and paid holidays Company-paid life insurance and long-term disability Short-term disability Critical illness and accident coverage Employee Assistance Program Opportunities for growth and advancement Work Schedule & Location Full-time, in-office position located in Tennessee.

Standard business hours with participation in an on-call rotation for voice-related incidents. Equal Opportunity Employer OktoRocket is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Type:

Full-time Pay:

$100,000.00

• $130,000.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Applicants are required to complete a characteristics self-assessment as part of the application process. The average time to complete this portion of the application is 10-12 minutes. No preparation is needed, however please take your time, read the instructions, and complete the assessment by yourself. To access the assessment, please copy and paste the following link into a new Google Chrome web browser: https://surveys.cultureindex.com/s/oXQYth7jhg/103158 Ability to

Commute:

Franklin, TN 37067 (Required)

Work Location:

In person Voice Support Engineer (VoIP / OSS) 660 Bakers Bridge Avenue, Franklin, TN 37067 $100,000

• $130,000 a year
• Full-time $100,000
• $130,000 a year
• Full-time At OktoRocket, we power the next generation of connected services and communications across automotive, SaaS, and business platforms.

We move fast, solve real problems, and take full ownership of how our systems work for thousands of end users. OktoRocket, LLC is a Tennessee-based software company specializing in sales and service analytics and industry-focused phone systems. Our voice platform unifies communication, engagement, and data into one intelligent system. Position Summary We are looking for a Voice Support Engineer to serve as the primary escalation point above Tier 1 support for complex VoIP and real-time communications issues. This is a hands-on, in-office role focused on owning investigation, diagnosis, and resolution of production voice issues. This position requires direct work on Linux-based, open-source VoIP systems. We operate and support our voice infrastructure in-house — this is not a vendor-managed environment. Key Responsibilities Act as the escalation point for voice-related issues beyond Tier 1 support, owning issues through resolution. Troubleshoot VoIP problems across SIP signaling, RTP/SRTP media paths, NAT traversal, call quality, and interoperability. Work directly on Linux servers using SSH, system and application logs, and packet captures. Support and maintain open-source VoIP platforms such as Asterisk, FreePBX, and similar OSS SIP or media servers. Investigate and support WebRTC-based communications, including

STUN/TURN/ICE

behavior and browser-based issues. Collaborate with backend, frontend, and DevOps teams on new voice features and system improvements. Contribute to operational excellence through runbooks, root cause analysis, metrics, dashboards, and alerting. Participate in an on-call rotation for voice-related incidents (with structured onboarding and support).

Requirements Technical Skills:

Strong working knowledge of SIP (transactions, dialogs, responses, SDP) and

RTP/SRTP

media behavior. Proven hands-on experience operating and troubleshooting Linux-based VoIP systems in production. Experience with open-source voice platforms such as Asterisk, FreePBX, or similar OSS systems. Comfort troubleshooting issues using SSH, logs, tcpdump, and Wireshark.

Solid networking fundamentals:

routing, firewall/NAT behavior, DNS, TLS/cert basics, and QoS concepts. Strong analytical and troubleshooting skills with the ability to remain effective during production incidents. Ownership mindset and comfort working in environments without vendor escalation paths.

Bonus Skills:

Experience with other open-source SIP or RTC components (e.g., SIP proxies, media relays, monitoring tools). Exposure to observability platforms or call quality analytics. Experience working with APIs, microservices, or cloud infrastructure. Telecom background, STIR/SHAKEN, or call analytics experience.

Compensation & Benefits Salary Range:

$100,000

• $130,000/year Health, dental, and vision insurance Retirement with company match Paid time off and paid holidays Company-paid life insurance and long-term disability Short-term disability Critical illness and accident coverage Employee Assistance Program Opportunities for growth and advancement Work Schedule & Location Full-time, in-office position located in Tennessee.

Standard business hours with participation in an on-call rotation for voice-related incidents. Equal Opportunity Employer OktoRocket is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Type:

Full-time Pay:

$100,000.00

• $130,000.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Applicants are required to complete a characteristics self-assessment as part of the application process. The average time to complete this portion of the application is 10-12 minutes. No preparation is needed, however please take your time, read the instructions, and complete the assessment by yourself. To access the assessment, please copy and paste the following link into a new Google Chrome web browser: https://surveys.cultureindex.com/s/oXQYth7jhg/103158 Ability to

Commute:

Franklin, TN 37067 (Required)

Work Location:

In person