Remote Public Safety Software Support Specialist

Mark43; Charleston (WV); On-site; USD 52,000 - 78,000; Full time

Job summary

Mark43 is hiring a Software Support Analyst to serve first responders and public safety agencies. You will be on the front lines helping customers, solving issues, and improving product knowledge. The role requires clear communication, problem-solving, and collaboration with engineering lines and support teams.

The position supports Eastern time business hours, with potential weekends. You will work with Zendesk/JIRA, Microsoft Office, and Google Suite to manage inquiries and ensure high

Qualifications

• Minimum of 2 years in professional software support.
• Strong problem-solving and troubleshooting skills.
• Clear, patient written and verbal communication.

Responsibilities

• Provide excellent customer support to first responders and civilian staff.
• Handle requests via email, phone, and chat with timely responses.
• Troubleshoot and reproduce software issues and escalate when needed.
• Collaborate with engineering and project management teams on issues.
• Contribute to knowledge base updates and feature testing.
• Maintain up-to-date knowledge of Mark43 products and services.

Skills

Software support

Customer service

Troubleshooting

Written or verbal communication

Zendesk/JIRA

Microsoft Office

Google Workspace

Windows & MacOS

GovTech/Public Safety interest

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is hiring a Software Support Analyst to serve first responders and public safety agencies. You will be on the front lines helping customers, solving issues, and improving product knowledge. The role requires clear communication, problem-solving, and collaboration with engineering lines and support teams.

The position supports Eastern time business hours, with potential weekends. You will work with Zendesk/JIRA, Microsoft Office, and Google Suite to manage inquiries and ensure high