Remote Public Safety Software Support Analyst I

Mark43; Missouri; Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines, interacting with first responders and public safety staff to improve their experience with our software. You will troubleshoot, document issues, and collaborate with engineering and project management to provide timely solutions.

The role emphasizes strong communication, independent problem-solving, and the ability to adapt to evolving processes in a fast-growing company.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong written and verbal communication skills.
• Ability to multitask and manage competing priorities.
• Experience with Zendesk or JIRA preferred.
• Interest in GovTech and public safety is a plus.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests from customers and maintain SLA times.
• Troubleshoot and replicate software issues for faster resolution.
• Escalate issues to engineering and project management as needed.
• Assist in testing new features as they are developed.
• Learn about Mark43 products to maintain strong product knowledge.
• Translate product knowledge into practical user solutions.
• Contribute to the knowledge base with updates.
• Collaborate with teams across Mark43 for a great customer experience.

Skills

Customer empathy

Troubleshooting

Written & verbal communication

Research skills

Multitasking

Zendesk/JIRA

Microsoft Office

Google Workspace

Windows & MacOS

GovTech interest

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows

MacOS

Job description

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines, interacting with first responders and public safety staff to improve their experience with our software. You will troubleshoot, document issues, and collaborate with engineering and project management to provide timely solutions.

The role emphasizes strong communication, independent problem-solving, and the ability to adapt to evolving processes in a fast-growing company.