Lead - Product Support

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 What's the opportunity? We are looking for Technical Support engineers with excellent communication skills to be part of the team that develops the next generation of cloud-based products for the service industry. Engineers will be involved in assisting our customers in using the Zenoti products. Requirements What will I be doing? Maintain customer relationships and satisfaction by providing exceptional service and ensuring we deliver value through our services. Serve as primary escalation contact for high priority support cases, including overall triage management. Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives. Coordinate with internal teams as needed to meet customer needs and requirements, while managing customer expectations. Hire and train support team to provide effective customer communications. Be proud of what you work on, obsess about the quality of the work you produce. What skills do I need? 7+ years of experience in supporting web based enterprise applications. A technology centric background. Previous advanced support experience with data driven, web based applications. Proficient in database systems SQL and operating systems like windows workstation, Server OS. Knowledge on APIs and Integration would be plus. Strong logical, analytical and problem solving skills. Excellent communication skills in English. Can work in a fast paced, ever changing, startup environment. Why Zenoti? Be part of an innovative company that is revolutionizing the wellness and beauty industry. Work with a dynamic and diverse team that values collaboration, creativity, and growth. Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform. Attractive compensation. Medical coverage for yourself and your immediate family. Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives. Regular social activities, and opportunities to give back through social work and community initiatives. 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,