Public Safety Software Support Analyst I

Mark43; El Paso (TX); Remote; USD 55,000 - 85,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our frontline support team. You’ll interact with first responders and public safety staff to troubleshoot software issues, document solutions, and help users navigate our product suite.

Ideal candidates have at least 2 years of software support experience, excellent communication skills, and familiarity with Zendesk or Jira. This remote role serves Eastern time business hours across eligible U.S. states.

Qualifications

• Minimum 2 years of professional software support experience.
• Strong troubleshooting and problem-solving skills.
• Clear written and verbal communication abilities.
• Customer-focused mindset with attention to detail.

Responsibilities

• Provide excellent customer support to users.
• Handle requests via email, phone, and chat.
• Maintain responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing of new features as they are developed.
• Continue to learn about Mark43 products to maintain knowledge.
• Translate product knowledge into user-friendly solutions.
• Contribute to the knowledge base with updates and maintenance.

Skills

2+ years software support

Troubleshooting

Customer service

Written & verbal communication

Problem solving

Tools

Zendesk

JIRA

Microsoft Office

Windows & MacOS

Job description

Mark43 is seeking Software Support Analysts to join our frontline support team. You’ll interact with first responders and public safety staff to troubleshoot software issues, document solutions, and help users navigate our product suite.

Ideal candidates have at least 2 years of software support experience, excellent communication skills, and familiarity with Zendesk or Jira. This remote role serves Eastern time business hours across eligible U.S. states.