Public Safety Software Support Analyst I

Mark43; Maryland City (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our forward-thinking team. You will engage with first responders and public safety staff to resolve product questions, troubleshoot issues, and escalate when appropriate.

You will handle inquiries across email, phone, and chat, while contributing to knowledge base content and maintaining high SLA adherence. Strong communication and problem-solving skills are essential.

Qualifications

• Minimum 2 years of software support experience.
• Strong written and verbal communication skills.
• Proficient with Zendesk and Jira.
• Proficient with Microsoft Office & Google Suite.
• Familiar with Windows and MacOS.
• Empathetic, patient, and customer-focused.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and replicate software issues.
• Escalate to engineering/projects teams as needed.
• Contribute to knowledge base updates and documentation.
• Learn and expand product knowledge continuously.

Skills

Software support experience

Customer support

Troubleshooting

Zendesk/JIRA

Office suite

Windows & MacOS

Written communication

Oral communication

Multitasking

Independence

GovTech interest

Empathy

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to join our forward-thinking team. You will engage with first responders and public safety staff to resolve product questions, troubleshoot issues, and escalate when appropriate.

You will handle inquiries across email, phone, and chat, while contributing to knowledge base content and maintaining high SLA adherence. Strong communication and problem-solving skills are essential.