Frontline Software Support Analyst

Mark43; Milton (MA); Remote; USD 60,000 - 90,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines of our customer support efforts, engaging with first responders and civilian staff from public safety agencies to improve their experience and understanding of our software products.

Ideal candidates will have at least two years of professional software support experience, excel in troubleshooting, and collaborate closely with engineering and project management teams to resolve issues and test new

Qualifications

• We are looking for Software Support Analysts to join our team and be on the front lines of customer support, directly assisting first responders and civilian staff at public safety agencies to improve their experience with our products.
• The role requires a minimum of 2 years of professional software support experience and a proactive, customer‑focused approach.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Spent time troubleshooting and replicating software issues
• Escalated issues to our engineering and project management teams
• Assisted in the testing of new features as they are developed

Skills

Troubleshooting

Customer support

Communication

Windows OS

MacOS

Zendesk

JIRA

Microsoft Office

Google Workspace

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines of our customer support efforts, engaging with first responders and civilian staff from public safety agencies to improve their experience and understanding of our software products.

Ideal candidates will have at least two years of professional software support experience, excel in troubleshooting, and collaborate closely with engineering and project management teams to resolve issues and test new