Customer-Facing PoC Support Engineer

Hytera America, Inc.; California (MO); On-site; USD 26,174 - 30,307; Full time

Job summary

Hytera US Inc. is seeking a customer-facing PoC Technical Support Specialist to assist users of our Push-to-Talk over Cellular system in the field.

You will troubleshoot real-time issues, configure devices, and ensure reliable performance across networks and environments. Ideal candidates have 2+ years in customer-facing technical support, strong communication, and experience with mobile apps, networking, and support tools.

Qualifications

• 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.).

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 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.

Job description

Hytera US Inc. is seeking a customer-facing PoC Technical Support Specialist to assist users of our Push-to-Talk over Cellular system in the field.

You will troubleshoot real-time issues, configure devices, and ensure reliable performance across networks and environments. Ideal candidates have 2+ years in customer-facing technical support, strong communication, and experience with mobile apps, networking, and support tools.