Public Safety Software Support Analyst I

Mark43; Butlerville (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team and be on the front lines of customer support for public safety agencies. You will interact with first responders and civilian staff, helping them understand and get the most from our software through email, phone, and chat.

The ideal candidate has at least 2 years in software support, strong communication skills, and a problem-solving mindset. Expect Eastern time hours and potential weekend coverage as needed.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong interpersonal and communication skills.
• Ability to troubleshoot and problem-solve with a clear, patient communication style.
• Familiarity with issue-tracking systems (Zendesk and/or JIRA preferred).
• Comfort with learning and using our product suite and knowledge base.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests from customers while meeting 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.
• Translate product knowledge into user solutions and contribute to the knowledge base.

Skills

Customer support

Software troubleshooting

Information gathering

Written and verbal communication

Multitasking

Zendesk and/or JIRA

Microsoft Office & Google Suite

Windows & MacOS

GovTech interest

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows

MacOS

Job description

Mark43 is seeking a Software Support Analyst to join our team and be on the front lines of customer support for public safety agencies. You will interact with first responders and civilian staff, helping them understand and get the most from our software through email, phone, and chat.

The ideal candidate has at least 2 years in software support, strong communication skills, and a problem-solving mindset. Expect Eastern time hours and potential weekend coverage as needed.