{"id":166405,"url":"https://alion.io/job/zenoti-technical-support-specialist-voip-solutions","title":"Technical Support Specialist - VOIP solutions","company":{"id":58903,"name":"Zenoti","domain":"zenoti.com","url":"https://alion.io/company/zenoti","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":93,"open_postings":34,"ghost_share":0,"stale_share":0.088,"repost_share":0,"time_to_fill_p50_days":122,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seattle, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":127000,"period":"year","method":"role_country_seniority_unknown","sample_n":2068},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"WebRTC","optional":false},{"name":"Wireshark","optional":false},{"name":"Agora","optional":true},{"name":"Twilio","optional":true}],"status":"live","first_seen_at":"2026-06-08T05:53:12Z","employer_posted_date":"2026-06-08","last_verified_at":"2026-10-22T15:46:56Z","board_verified":true,"closed_at":null,"days_open":136,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":135},"description":"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\nZenoti 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.\nOur 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\nWe 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.\nKey Responsibilities\nProvide technical support to customers using Hyperconnect, with a focus on real-time troubleshooting and resolution\nAnalyze call quality issues (packet loss, jitter, latency, dropped calls) and escalate when necessary\nInvestigate end-user device setup issues (browser, OS, telephone, microphone/speaker, permissions)\nCollaborate with internal engineering and product teams, and third-party providers, to escalate and triage VOIP-related bugs or service degradation\nDocument solutions and contribute to the Hyperconnect knowledge base and playbooks\nParticipate 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.\nAct as an internal subject matter expert for Hyperconnect across the broader support team\nProactively identify and recommend improvements in product reliability and user experience\nWill require broader knowledge of the Zenoti platform and participation in non-VOIP support activities as assigned.\nQualifications\nMust-Have:\nCustomer service aptitude\nDemonstrated sense of urgency\nAptitude for technical support, help desk, or NOC role supporting VOIP or real-time communication solutions\nFamiliarity with SIP, WebRTC, and browser-based voice interactions\nUnderstanding of network concepts: firewalls, ports, packet inspection, DNS, NAT\nExperience using tools such as Browser Dev Tools, Wireshark, or VOIP monitoring dashboards\nClear communication skills, both written and verbal - able to calmly explain complex technical topics\nAbility to work on-site in Bellevue, WA in a rotating shift-based environment\nNice-to-Have:\nExperience supporting Zenoti or other SaaS business management software\nExposure to appointment scheduling, contact center, or front-desk business processes\nExperience in the retail or service industry\nPrior work in a spa, salon, fitness, or wellness business\nFamiliarity with Twilio, Agora, or other CPaaS platforms\nBasic scripting or familiarity with API interactions a plus\nZenoti Pay Range\n$45,000—$70,000 USD\nZenoti 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. 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