Public Safety Software Support Specialist

Mark43; Indiana; On-site; USD 52,000 - 72,000; Full time

Job summary

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

You’ll handle requests via email, phone, and chat, troubleshoot software issues, and escalate when needed. This role emphasizes strong communication, problem-solving, and the ability to adapt to changing processes.

Qualifications

• We’re looking for Software Support Analysts with a minimum of 2 years of professional experience in software support.
• Candidates should thrive in a high-stakes, complex product environment and strive to deliver exceptional customer experiences.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Kept responses within internal SLA times
• Spent time troubleshooting and replicating software issues
• Escalated issues to engineering and project management teams
• Assisted in testing of new features as they are developed
• Continued to learn more about our suite of products to maintain knowledge
• Translated product knowledge into solutions for users
• Contributed to our knowledge base (article updates, organization)

Skills

Customer support

Troubleshooting

Research & information gathering

Written & verbal communication

Organization & multitasking

Microsoft Office & Google Suite

Windows & MacOS knowledge

GovTech interest

Empathy

Independence

Tools

Zendesk

Jira

Job description

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

You’ll handle requests via email, phone, and chat, troubleshoot software issues, and escalate when needed. This role emphasizes strong communication, problem-solving, and the ability to adapt to changing processes.