PoC Technical Support Specialist

Benefits:

401(k)

Free food & snacks

Health insurance

Opportunity for advancement

Join a Leading Communications Technology Company

Leading the way in two-way radio and Push-to-Talk over Cellular (PoC) technologies, Hytera US Inc. caters to vital communications areas such as commercial companies, public safety, education, and hospitality. Being a leading innovator in the field with state-of-the-art DMR technology and excellent audio quality, we are looking for a remarkable technical services associate to help us expand in this highly promising area.

About the Role

We’re looking for a customer-facing Push-to-Talk over Cellular (PoC) Technical Support Specialist to support users who rely on mission-critical communication tools in the field.

In this role, you’ll be the primary point of contact for customers using our Push-to-Talk over Cellular system—helping them stay connected, troubleshoot real-time communication issues, and ensure reliable performance across devices, networks, and environments.

Because Push-to-Talk systems are often used in time-sensitive, operational settings (field teams, logistics, security, construction, transportation, etc.), your ability to respond quickly, communicate clearly, and resolve issues efficiently directly impacts customer success.

What You’ll Do

Serve as the first line of support for customers using our Push-to-Talk over Cellular platform

Assist users with device setup, configuration, provisioning, and connectivity issues

Troubleshoot real-time communication issues (audio, latency, group/channel access, network behavior)

Support mobile and web-based PoC applications across iOS, Android, and desktop environments

Work directly with customers via phone, chat, and email to resolve urgent issues quickly and clearly

Help customers understand how to best use Push-to-Talk features in their workflows

Escalate and document bugs, outages, and performance issues with detailed technical context

Partner closely with engineering and product teams to diagnose recurring issues and improve system reliability

Monitor support trends to identify common field challenges and improve customer experience

Maintain clear documentation and help guides tailored to real-world user scenarios

What We’re Looking For

2+ years in a customer-facing technical support or customer success role

Strong communication skills with a calm, professional, and customer-first approach

Experience troubleshooting mobile apps, connectivity issues, or real-time communication systems

Ability to diagnose problems involving devices, networks (cellular/Wi-Fi), and user configuration

Comfortable working in fast-paced environments where uptime and responsiveness matter

Familiarity with support tools (Zendesk, Intercom, Jira, etc.)

Ability to clearly explain technical issues to non-technical users in the field

Qualifications:

High school diploma or equivalent;
Computer Science A.A degree or technical certifications preferred.

Excellent problem-solving and communication skills.

Ability to work independently and in a team

Preferred

Skills:

Strong computer knowledge for software and hardware troubleshooting

Proficiency in Microsoft 365 Office suite

Exceptional work ethic

Nice to Have

Experience with Push-to-Talk over Cellular (PoC/PTT), dispatch systems, or radio replacement technologies

Background in telecommunications, mobile networking, or SaaS communication platforms

Understanding of LTE/5G connectivity, VoIP, or real-time audio systems

Experience supporting field-based industries (logistics, public safety, construction, transportation)

Exposure to device provisioning, MDM systems, or SIM-based deployments

Why This Role Matters

Push-to-Talk over Cellular systems are often mission-critical—when they fail, teams can’t communicate. In this role, you are directly responsible for keeping people connected in the moments that matter most. Your support ensures reliability, safety, and coordination for teams operating in real time.

Final compensation based on ability and talent

Direct hire only, NO AGENCIES PLEASE