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# Technical Support Specialist - VOIP solutions

- **Company:** Soham Inc
- **Location:** Seattle, WA, United States
- **Salary:** $45,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), VoIP, Business Software, Software as a Service, Network Congestion, Programming Tools, Domain Name System (DNS), Networking Basics, Wireshark, Twilio, WebRTC, Firewalls (Computer Science), Low Latency
- **Published:** June 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9850b2e59472a240

## About the Role

Do you have experience in WebRTC?, 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

## Description

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., * 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.


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