Technical Support Specialist

Rocky Talkie•Denver, CO

2d•$65,000 - $75,000

About The Position

We are seeking a highly knowledgeable and customer-focused Technical Support Specialist to provide technical radio expertise, troubleshooting, and customer education for two-way radio (walkie-talkie) systems. This role combines hands-on technical skill with strong communication abilities, supporting both internal teams and external clients in the setup, maintenance, and optimal use of radio communication equipment across a range of use cases. You'll work within our Customer Experience team to provide support to customers and business accounts. This position is suited for someone with a passion for radio technology and someone who enjoys educating people about the details of our products. We are looking for someone who enjoys digging into tricky technical challenges as well as teaching people how to get the most out of our radios.

Requirements

4+ years of hands-on experience working with two-way radio systems
Hands-on experience with two-way radio systems, including business band (LMR) radios and amateur (ham) radio equipment.
Strong understanding of radio frequency (RF) fundamentals, including signal propagation, interference, and practical range optimization.
Familiarity with UHF/VHF systems, repeaters, and real-world radio scenarios.
Excellent verbal and written communication skills with the ability to explain technical concepts in simple, user-friendly terms.
Customer service mindset with patience and professionalism.
Ability to troubleshoot independently and manage multiple support requests.

Nice To Haves

Amateur (Ham) Radio License
GMRS License
FCC General Radiotelephone Operator License (GROL)
Experience with repeaters and multi-site radio systems.
Background in telecommunications, electronics, or technical support.

Responsibilities

Provide technical support for two-way radio systems, including handheld walkie-talkies, mobile radios, repeaters, and related accessories for all customer markets DTC and B2B.
Diagnose and troubleshoot hardware and signal issues (interference, range limitations, audio clarity problems, equipment faults).
Support customers in configuring their radios for optimal use, including channels, privacy codes, accessory recommendations, and setup, as well as advanced features such as connecting to repeaters and dual-channel monitoring.
Assist customers in selecting appropriate radio equipment based on operational needs and environment.
Deliver clear, patient guidance to customers on how to operate, maintain, and optimize their radio systems.
Research third-party accessories and radios to understand compatibility and performance.
Conduct training sessions or demonstrations for users with varying levels of technical experience.
Maintain documentation of support cases, configurations, and common troubleshooting steps.
Partner with product and engineering teams on escalated technical issues, customer feedback, and upcoming product launches.
Collaborate with Quality Control (QC) teams to identify, document, and resolve recurring product or performance issues.
Stay informed on the industries and markets Rocky Talkie serves, and understand how radio solutions best support each use case.
Educate internal teams on market needs, customer use cases, and best practices for applying radio equipment in real-world environments.
Stay current with industry trends and FCC regulations.