Technical Support Specialist (VOIP)

TL;DR

Technical Support Specialist (VOIP): Providing top-notch support for hirify.global's Hyperconnect VOIP solution, troubleshooting real-time communication issues, and investigating network and browser-based problems with an accent on analyzing call quality and end-user device setup. Focus on collaborating with engineering and product teams to resolve bugs and ensure the reliability of Hyperconnect during daily operations.

Location: Onsite in Bellevue, WA

Salary: $55,000 – $60,000 USD

Company

hirify.global provides an all-in-one, cloud-based software solution for the beauty and wellness industry, empowering clients across 50+ countries with business management tools.

What you will do

• Provide technical support to customers using Hyperconnect, focusing 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, product teams, and third-party providers to 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 with rotating assignments (6 am-6 pm Mon-Sat, 7 am-5 pm Sun).

Requirements

• Ability to work on-site in Bellevue, WA in a rotating shift-based environment.
• Aptitude for technical support, help desk, or NOC roles 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.

Nice to have

• Experience supporting hirify.global or other SaaS business management software.
• Exposure to appointment scheduling, contact center, or front-desk business processes.
• Familiarity with Twilio, Agora, or other CPaaS platforms.
• Basic scripting or familiarity with API interactions.

Culture & Benefits

• Named Next Tech Titan by GeekWire.
• Recognized as a Great Place to Work Certified for 2021-2022.
• Committed to empowering people to feel good and find their greatness.
• Surpassed a $1 billion unicorn valuation and raised an $80 million investment from TPG.