Technical Support Specialist

About the role

You own the full customer experience for Hyperconnect, driving real-time problem resolution and operational stability. You will manage complex voice sessions, guide users through critical workflows, and act with precision when issues arise. Success in this position requires steady composure, strong analytical skills, and a direct impact on product reliability for a high-growth portfolio. You will partner with engineering and product teams to translate raw incident data into clear narratives and durable solutions. This role demands curiosity, patience, and a commitment to documenting every interaction to build institutional knowledge. You will serve as the primary point of contact for escalated Hyperconnect issues, ensuring that each case moves toward closure with measurable outcomes.

Key facts

Position is based in Bellevue, Washington, United States; Role is onsite with rotating shifts; Target compensation is $80,000 per year.

What you'll do

Design and execute diagnostic intake processes that capture detailed context for Hyperconnect issues across voice and web channels.

Author and maintain technical documentation and playbooks that explain SIP, WebRTC, and network behavior for internal and external audiences.

Analyze session data, logs, and network metrics to identify root causes such as packet loss, jitter, latency, and device conflicts.

Guide customers through structured, step-by-step resolutions for devices, browsers, and telephony configurations.

Collaborate closely with engineering partners and third-party vendors to escalate complex VOIP defects and track closure rates.

Provide continuous coverage for rotating shifts, including mornings, afternoons, and Sundays, to ensure uninterrupted support.

Serve as the internal Hyperconnect expert, sharing insights on recurring issues, feature constraints, and failure modes.

Identify systemic trends in incident data and customer feedback to recommend proactive reliability and UX enhancements.

Assist with non-VOIT contacts across the Zenoti platform to maintain a holistic view of customer needs.

Explain intricate call flows, network principles, and remediation steps with clarity and patience to diverse stakeholders.

Perform hands-on testing of fixes and workarounds in staging environments before rolling changes to production traffic.

Maintain detailed case notes and status updates in ticketing systems to ensure traceability and facilitate smooth handoffs.

Conduct routine audits of support procedures to verify adherence to SLAs and to surface opportunities for automation.

Coordinate with training teams to incorporate real-world scenarios into onboarding materials for new support hires.

Monitor industry best practices in VOIP support and propose adjustments to playbooks based on emerging protocols and tools.

Requirements

Demonstrated customer service excellence and the ability to act swiftly in high-visibility technical scenarios.

Proven experience in technical support or help desk roles, with a focus on VOIP or real-time communication technologies.

Solid grasp of network fundamentals, including firewalls, ports, packet inspection, DNS resolution, and NAT traversal.

Hands-on familiarity with SIP, WebRTC, and browser-based voice technologies in live environments.

Proficiency in using diagnostic instruments such as browser development tools, packet analysis software, and monitoring consoles.

Exceptional written and verbal communication skills for guiding teams through detailed corrective actions.

Willingness to work on-site in Bellevue, Washington, and adapt to a rotating shift schedule.

Strong attention to detail and accuracy when documenting steps, findings, and resolutions for future reference.

Ability to manage multiple concurrent cases while maintaining composure under tight time constraints.

Commitment to following established procedures while recognizing when deviations are required to resolve complex issues.

Capacity to learn the Zenoti platform and Hyperconnect features quickly without requiring extensive background in the domains.

Eagerness to collaborate cross-functionally with engineering, product, and operations stakeholders to drive improvements.

Nice to have

Experience with Zenoti or other SaaS business management platforms is valuable if applicable.

Background in appointment scheduling, contact center, or front-desk operations provides additional context.

Experience in retail or service environments that shape customer empathy and expectation management.

Previous roles in spa, salon, fitness, or wellness sectors that reveal practical operational insights.

Knowledge of Twilio, Agora, or other CPaaS platforms supports deeper protocol investigation.

Basic scripting abilities or familiarity with API interactions that speed diagnostics.

Skills & tools

Hyperconnect, Zenoti, Browser Dev Tools, Wireshark, VOIP monitoring dashboards.

Practical notes

Please verify all details on the official application page before submitting.