Remote Software Support Analyst – Public Safety

Mark43; Clayton (MO); On-site; USD 60,000 - 85,000; Full time

Job summary

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

Strong communication and problem-solving are essential as you troubleshoot issues, document solutions, and collaborate with engineering and PM teams. You will work within Eastern time business hours, with weekends possible.

Qualifications

• Minimum 2 years of professional software support experience.
• Strong written and verbal communication with a customer-first approach.
• Familiarity with Zendesk or JIRA preferred.

Responsibilities

• Provide excellent customer support.
• Handle requests from customers via email, phone, and chat.
• Maintain responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing of new features as they are developed.
• Continue to expand knowledge of our product suite.
• Translate product knowledge into user solutions.
• Contribute to the knowledge base updates.

Skills

Software support experience

Communication skills

Windows & MacOS

Google Suite

Microsoft Office

GovTech interest

Independent worker

Tools

Zendesk

JIRA

Job description

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

Strong communication and problem-solving are essential as you troubleshoot issues, document solutions, and collaborate with engineering and PM teams. You will work within Eastern time business hours, with weekends possible.