Technical Support Specialist - VOIP solutions

About the role

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

We are seeking Technical Support Specialists to provide top-notch customer support for Zenoti's VOIP solution, Hyperconnect. You will work from our Seattle-area HQ, interfacing with customers to troubleshoot real-time communication issues, investigate network and browser-based problems, and guide customers through critical voice workflows. Your role will directly impact business continuity for clients and ensure the reliability of Hyperconnect during daily operations. This is a high-visibility role working on a high-growth product.

Key Responsibilities

• Provide technical support to customers using Hyperconnect, with a focus on real-time troubleshooting and resolution
• Analyze call quality issues (packet loss, jitter, latency, dropped calls) and escalate when necessary
• Investigate end-user device setup issues (browser, OS, telephone, microphone/speaker, permissions)
• Collaborate with internal engineering and product teams, and third-party providers, to escalate and triage VOIP-related bugs or service degradation
• Document solutions and contribute to the Hyperconnect knowledge base and playbooks
• Participate in shift coverage. Employees will work 40 hours per week but shift assignments range from 6am-6pm Monday-Saturday and 7am-5pm Sunday. Weekend assignments will 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
• Will require broader knowledge of the Zenoti platform and participation in non-VOIP support activities as assigned.

Must-Have

• Customer service aptitude
• Demonstrated sense of urgency
• Aptitude for 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, both written and verbal - able to calmly explain complex technical topics
• Ability to work on-site in Bellevue, WA in a rotating shift-based environment

Nice-to-Have

• 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