Zenoti

Cloud-based SaaS for salons and spas

Technical Support Specialist - VOIP solutions

Customer SupportConfirmed live in the last 24 hours

Full-timeSeattle, WA, USA$45k - $70k

About the Job

Requirements

Customer service aptitude.
Aptitude for technical support, help desk, or network operations center roles supporting voice over Internet Protocol (VOIP) or real-time communication solutions.
Familiarity with Session Initiation Protocol (SIP), Web Real-Time Communication (WebRTC), and browser-based voice interactions.
Understanding of network concepts including firewalls, ports, packet inspection, Domain Name System (DNS), and Network Address Translation (NAT).
Experience using browser developer tools, Wireshark, or VOIP monitoring dashboards.
Clear written and verbal communication skills, including the ability to calmly explain complex technical topics.
Ability to work on-site in Bellevue, Washington, in a rotating shift-based environment.

Responsibilities

Provide technical support to customers using Hyperconnect, focusing on real-time troubleshooting and resolution.
Analyze call quality issues, including packet loss, jitter, latency, and dropped calls, and escalate when necessary.
Investigate end-user device setup issues involving browsers, operating systems, telephones, microphones, speakers, and 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, working 40 hours per week across assigned shifts from 6 a.m. to 6 p.m. Monday through Saturday or 7 a.m. to 5 p.m. 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.
Develop broader knowledge of the Zenoti platform and participate in non-VOIP support activities as assigned.

Desired Qualifications

Experience supporting Zenoti or other software-as-a-service 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 Communications Platform as a Service (CPaaS) platforms.
Basic scripting or familiarity with application programming interface (API) interactions.

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. To learn more about Zenoti visit: https://www.zenoti.com

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.

Qualifications

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

Zenoti Pay Range

$45,000—$70,000 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.

Zenoti Pay Range 45000 - 70000 USD

About the Company

Zenoti

Cloud-based SaaS for salons and spas

Zenoti is a cloud-based software provider for salons, spas, and med spas that offers a full SaaS platform to run business operations. It serves over 12,000 businesses in more than 50 countries, providing tools for appointment scheduling, billing, payments, reporting, analytics, marketing, employee management, and inventory control. The product works as a cloud-hosted subscription service, delivering features such as online booking, self-check-in, e-payments, and digital reviews, with 24/7 support and assistance with data migration. Zenoti differentiates itself by delivering an integrated, end-to-end suite tailored to beauty and wellness businesses, enabling touchless interactions and centralized management across locations. Its goal is to help clients enhance customer experience, unify their brand, and automate front-desk tasks to run their operations more efficiently and grow globally.

Company size: 1,001-5,000
Company stage: Series D
Total funding: $331M
Headquarters: Bellevue, WA
Founded: 2010

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