Technical Support Specialist - VOIP solutions

Technical Support Specialist - VOIP solutions

4 days ago Be among the first 25 applicants

Zenoti provides an all‑in‑one, cloud‑based software solution for the beauty and wellness industry. Our platform allows users to manage every aspect of their business — from online appointment bookings and POS to CRM, employee management, inventory, and built‑in marketing programs. Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries, including global brands such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, Core Power Yoga and TONI&GUY.

Zenoti has recently surpassed a $1 billion valuation, was named a Next Tech Titan by Geek Wire, raised $80 million from TPG, ranked 316th on Deloitte’s 2020 Technology Fast 500, and was recognized as a Great Place to Work Certified in 2021‑2022. We are searching for Technical Support Specialists to provide top‑notch customer support for Zenoti’s VOIP solution, Hyperconnect. You’ll work from our Seattle‑area HQ, interface with customers to troubleshoot real‑time communication issues, investigate network/browsing problems, and guide clients through critical voice workflows.

This high‑visibility role directly impacts business continuity and ensures the reliability of Hyperconnect in daily operations.

• Provide technical support to customers using Hyperconnect, focusing on real‑time troubleshooting and resolution.
• Analyze call quality issues (packet loss, jitter, latency, dropped calls) and escalation when necessary.
• Investigate end‑user device setup issues (browser, OS, telephone, microphone/speaker, permissions).
• Collaborate with internal engineering, product teams, and third‑party providers to triage VOIP‑related bugs or service degradation.
• Document solutions and contribute to the Hyperconnect knowledge base and playbooks.
• Participate in shift coverage (40 hours per week; shifts 6 am‑6 pm Monday‑Saturday, 7 am‑5 pm Sunday; weekend assignments rotate).
• Act as an internal subject‑matter expert for Hyperconnect across the broader support team.
• Proactively identify and recommend improvements in product reliability and user experience.
• Possess broader knowledge of the Zenoti platform and participate in non‑VOIP support activities as assigned.

• Customer service aptitude.
• Demonstrated sense of urgency.
• Experience in technical support, help desk, or NOC role supporting VOIP or real‑time communication solutions.
• Familiarity with SIP, WebRTC, and browser‑based voice interactions.
• Understanding of network concepts: firewalls, ports, packet inspection, DNS, NAT.
• Experience using tools such as Browser Dev Tools, Wireshark, or VOIP monitoring dashboards.
• Clear communication skills, written and verbal – able to calmly explain complex technical topics.
• Ability to work on‑site in Bellevue, WA in a rotating shift‑based environment.

• Experience supporting Zenoti or other SaaS business‑management software.
• Exposure to appointment scheduling, contact center, or front‑desk business processes.
• Experience in the retail or service industry.
• Prior work in a spa, salon, fitness, or wellness business.
• Familiarity with Twilio, Agora, or other CPaaS platforms.
• Basic scripting or familiarity with API interactions a plus.

Zenoti Pay Range: $55,000 USD - $60,000 USD

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• Entry level

• Full‑time

• Information Technology

• Software Development