Technical Support Specialist

Hytera US Inc•Irvine, CA

29d•$19 - $22

About The Position

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.

Requirements

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
Excellent problem-solving and communication skills.
Ability to work independently and in a team

Nice To Haves

Computer Science A.A degree or technical certifications preferred.
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)
Exposure to device provisioning, MDM systems, or SIM-based deployments

Responsibilities

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