Zenoti · 2 months ago
Senior Technical Support Specialist - VOIP solutions
Bellevue, WA
Full-time
Onsite
Mid, Senior Level
$70K/yr - $90K/yrZenoti is a cloud-based software solution provider for the beauty and wellness industry, and they are seeking a Senior Technical Support Specialist for their VOIP solution, Hyperconnect. The role involves providing exceptional customer support, troubleshooting communication issues, and collaborating with internal teams to ensure product reliability and user experience.
BillingCloud Data ServicesCRMEnterprise SoftwareMarketingPoint of SaleSaaSSchedulingSoftware
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
Qualification
Required
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
Preferred
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
Company
Zenoti
Zenoti is a provider of cloud-based software for the spa and salon industries.
Founded in 2010
501-1000 employees
H1B Sponsorship
Zenoti has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (3)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$331MKey Investors
TPGAdvent InternationalSteadview Capital
2021-06-07Series D· $80M
2020-12-15Series D· $160M
2019-08-22Series Unknown· $20M
Leadership Team
Sudheer Koneru
Founder and CEO
Neal Singh
President & Chief Operating Officer
Recent News
2025-12-02
Company data provided by crunchbase