Public Safety Software Support Specialist

Mark43; Connecticut; On-site; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines of customer support, interacting with first responders and public safety staff to improve their experience with our software.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering and PM teams. We value clear communication and independent problem solving.

Qualifications

• 2+ years in software support, preferably with public safety or government customers.
• Clear and patient written and verbal communication.
• Strong problem-solving and software troubleshooting skills.
• Familiar with issue tracking systems like Zendesk or JIRA.

Responsibilities

• Provide excellent customer support via email, phone and chat.
• Handle requests within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing new features and expand product knowledge.

Skills

Humble & curious

Troubleshooting skills

Research skills

Written & oral communication

Organization & multitasking

Issue tracking systems

MS Office & Google Suite

Windows & MacOS

GovTech interest

Empathy for users

Independent work

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines of customer support, interacting with first responders and public safety staff to improve their experience with our software.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering and PM teams. We value clear communication and independent problem solving.