customer-facing Push-to-Talk over Cellular (PoC) Technical Support Specialist

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, 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.

• 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

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, 1st Level Support, Android, Atlassian JIRA, Communication Skills, Communication Systems, Computer Science, Computer Software, Construction, Construction Safety, Customer Experience, Customer Relations, Customer Support/Service, Desktop Environments, Documentation, High School Diploma, Identify Issues, Leading Edge Technology, Logistics, Manufacturing, Manufacturing Data Management, Microsoft Office, Mobile Applications, Problem Solving Skills, Public Safety, Push-To-Talk/Push-To-Media, Realtime Communications, Reliability Engineering, Research & Development (R&D), Safety/Work Safety, Software Administration, Software as a Service (SaaS), Systems Reliability, Team Player, Technical Support, Telecommunications, Testing, Trend Analysis, Two Way Radio, VoIP (Voice over IP), Wi-Fi, ZenDesk, iOS

Hytera US Inc is an industry leader in research and development, state-of-the-art manufacturing, and bringing next-generation radio technology to the market. We regard ourselves as a solution provider whose core area of expertise is providing cost-effective radio systems of the highest reliability, durability, and quality.

Hytera US Inc has an experienced staff of dedicated radio professionals that have been implementing innovative radio communication solutions in the US for more than 15 years and are established specialists in DMR, Push-to-Talk over Cellular, and related communications technologies.