Public Safety Software Support Analyst

Mark43; Heber (UT); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our customer support team. You will directly assist first responders and public safety agencies, improving their experience with our software through proactive troubleshooting and clear communication.

You’ll work on email, phone, and chat requests, maintain SLA adherence, and help test new features while expanding your knowledge of our product suite.

Qualifications

• 2+ years in software support or related role.
• Experience with complex product suites and high-stakes environments.
• Customer-focused mindset with clear, patient communication.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Manage and respond within SLA times.
• Troubleshoot and replicate software issues.
• Escalate to engineering and PM teams when needed.
• Contribute to knowledge base with articles and updates.
• Learn product suite to maintain strong user knowledge.
• Translate product knowledge into user-friendly solutions.
• Collaborate with cross-functional teams to improve support processes.

Skills

Customer support

Troubleshooting

Written communication

Multitasking

Zendesk/JIRA

Microsoft Office

Windows & MacOS

GovTech interest

Tools

Zendesk

JIRA

Google Workspace

Job description

Mark43 is seeking Software Support Analysts to join our customer support team. You will directly assist first responders and public safety agencies, improving their experience with our software through proactive troubleshooting and clear communication.

You’ll work on email, phone, and chat requests, maintain SLA adherence, and help test new features while expanding your knowledge of our product suite.