Remote Software Support Analyst I – Public Safety Tech

Mark43; Tennessee; On-site; USD 60,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to assist frontline customer support for public safety agencies across the U.S. You will engage with first responders and civilian staff, troubleshoot software issues, and escalate to engineering as needed.

The role emphasizes clear communication, problem solving, and a strong customer focus. The team values adaptability and a proactive approach to learning, with Eastern time business hours and potential weekend coverage.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Strong interpersonal, clear and patient communication style.
• Ability to troubleshoot and replicate software issues.
• Willingness to adapt to changing team dynamics and processes.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests and maintain responses within internal SLA times.
• Troubleshoot and replicate software issues and escalate to engineering/PM teams when needed.
• Assist in testing of new features and expand product knowledge for users.
• Contribute to knowledge base and product documentation.

Skills

Customer support

Communication skills

Problem solving

Multitasking

Team collaboration

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking a Software Support Analyst to assist frontline customer support for public safety agencies across the U.S. You will engage with first responders and civilian staff, troubleshoot software issues, and escalate to engineering as needed.

The role emphasizes clear communication, problem solving, and a strong customer focus. The team values adaptability and a proactive approach to learning, with Eastern time business hours and potential weekend coverage.