Software Support Specialist - Remote

Overview

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

In Short

• Provided excellent customer support by phone, email, keeping responses within internal SLA targets.
• Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools.
• Escalate technically complex cases to the Technical Lead with clear reproduction steps and required logs.
• Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress.
• Assisted with acceptance testing for new features and supplied feedback from real customers.
• Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes.
• Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule.
• Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.

Requirements

• Humble, open, and curious approach to learning.
• Strong written and verbal communication skills, with a patient, clear style for customer interactions.
• Basic troubleshooting skills and a methodical approach to reproducing and documenting issues.
• Working knowledge of issue tracking systems (Jira and/or Salesforce preferred).
• Familiarity or willingness to learn Salesforce, Slack, PagerDuty, and common monitoring tools.
• Proficiency in Microsoft Office.
• Working knowledge of Windows and macOS environments.
• Interest in GovTech and public-safety software and a willingness to empathize with users who may operate in high-stakes contexts.
• Ability to work independently and handle multiple cases with attention to detail.

Benefits

• Engage in appropriate use of the company's electronic information resources.
• Become knowledgeable about and follow relevant security policies and guidelines.
• Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download.
• Promptly report security-related incidents and violations, and respond to official reports of security incidents involving their systems or accounts.
• Mark43 is committed to the full inclusion of all qualified individuals.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
• Reasonable accommodations will be provided for persons with disabilities.