Remote Software Support Analyst I

Overview

Mark43 is looking for a Software Support Analyst with public safety industry experience to join our team. In this role, you’ll be on the front lines of our customer support efforts, directly interacting with both first responders and civilian staff at public safety agencies to improve their experience and understanding of our products.

In Short

• Provide excellent customer support.
• Handle requests from customers via email, phone, and chat.
• Keep responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing new features as they are developed.
• Maintain strong working knowledge of our suite of products.
• Translate product knowledge into solutions for users.
• Contribute to our knowledge base.

Requirements

• Minimum 2 years of professional experience in software support.
• Strong interpersonal skills and clear communication.
• Demonstrated software troubleshooting skills.
• Working knowledge of issue tracking systems (Salesforce and/or JIRA preferred).
• Proficiency in Microsoft Office & Microsoft Teams.
• Working knowledge of both Windows and MacOS.
• An interest in GovTech and Public Safety.
• The ability to work independently and with minimal oversight.

Benefits

• Opportunity to work in a growing company.
• Engage with diverse users and teams.
• Contribute to meaningful public safety initiatives.
• Flexible working environment.