Technical Support Specialist - VOIP solutions

Technical Support Specialist - VOIP solutions

Seattle, Washington, United States

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, Core Power Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by Geek Wire, 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 Certified™ for 2021‑2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

To learn more about Zenoti visit:

• 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 elevate when necessary
• Collaborate with internal engineering and product teams, and third‑party providers, to elevate 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.

• Customer service aptitude
• Demonstrated sense of urgency
• Aptitude for technical support, help desk, or NOC role supporting VOIP or real‑time communication solutions
• Understanding of network concepts: firewalls, ports, packet inspection, DNS, NAT
• 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

• 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

$55,000 - $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.