• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (L2) • Monitor tickets through to resolution, keeping users informed of progress • Assist with organizing and maintaining the knowledge base and procedural documentation • Follow defined Service Desk operational processes and standards • Contribute to continuous improvement of support and operational processes

• Provide technical support for two-way radio systems • Diagnose and troubleshoot hardware and signal issues • Support customers in configuring their radios for optimal use • Deliver clear, patient guidance to customers • Research third-party accessories and radios • Assist customers in selecting appropriate radio equipment • Conduct training sessions or demonstrations for users • Maintain documentation of support cases

Role Description 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. - 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. Qualifications - 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. Preferred Qualifications - 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. Key Skills - Advanced radio knowledge (LMR and amateur/ham systems). - Technical troubleshooting and problem-solving. - Customer education and training. - Radio configuration and setup. - RF knowledge and signal awareness. - Cross-functional collaboration (Engineering, Product, QC). - Clear communication and interpersonal skills. - Attention to detail and documentation. Benefits - Salary Range: $65,000 – $75,000 annually, plus eligibility for a performance-based bonus. - Final compensation will depend on experience, skills, and alignment with the role. - Health insurance. - Short term/long term disability. - 401K matching. - PTO and more! Company Description Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, we have launched multiple best-in-class products in the adventure sports industry. We are dedicated to developing user-friendly, high-performance products for the backcountry. Rocky Talkie has a rapidly growing base of happy customers in the USA and Canada, and we are expanding into Europe. We design our products to help people in extreme conditions, and our radios have been adopted for a wide range of outdoor activities and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers. At Rocky Talkie, we’re driven by the belief that better communication in the backcountry can save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams, supporting those who help keep outdoor communities safe.

Role Description Enroute is seeking a Technical Support Trainee to join our team on a project-based engagement. In this role, you will: - Support day-to-day technical operations. - Assist in troubleshooting issues and provide first-level support to users. - Collaborate with cross-functional teams to ensure timely resolution of incidents. - Contribute to maintaining system stability and user satisfaction. The ideal candidate is eager to learn, detail-oriented, and comfortable working in a fast-paced environment. You are proactive, curious about technology, and motivated to grow your technical skills while delivering high-quality support. Qualifications - 1–2 years of experience in web development or technical support roles (Junior level). - Solid knowledge of JavaScript, HTML, and CSS. - Basic understanding of Web Development principles and front-end architecture. - Experience analyzing technical issues in web-based environments. - Ability to read logs and analyze system behavior to identify potential root causes. - Strong written and verbal communication skills for clear documentation and issue reporting. - Advanced English level. - Experience working with AdTech platforms or digital advertising technologies (such as ad tags, tracking pixels, Google Tag Manager, or campaign tracking tools). Requirements - Triage and investigate incoming technical issues and support tickets. - Analyze logs, system behavior, and reported symptoms to identify root causes. - Reproduce reported issues and validate problems when possible. - Detect recurring issues and identify patterns across multiple cases. - Document findings, troubleshooting steps, and technical observations clearly and accurately. - Escalate issues to Engineering or Senior Support following defined processes. - Track issue status and follow up to ensure proper resolution. - Support validation of fixes and confirm successful issue resolution. - Maintain internal documentation, FAQs, and troubleshooting guides. - Participate in training sessions, shadowing, and continuous improvement initiatives. Benefits - Monetary compensation - Year-end Bonus - IMSS, AFORE, INFONAVIT - Major Medical Expenses Insurance - Minor Medical Expenses Insurance - Life Insurance - Funeral Expenses Insurance - Preferential rates for car insurance - TDU Membership - Holidays and Vacations - Taquitos Rewards - Amazon Gift Card on your Birthday - Work-from-home Bonus