Customer-Facing PoC Support Engineer

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

• 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

• 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

• Strong computer knowledge for software and hardware troubleshooting
• Proficiency in Microsoft 365 Office suite
• Exceptional work ethic

• 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)

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…