Remote Software Support Analyst - Public Safety

Mark43; Hartford (CT); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is hiring Software Support Analysts to join our front-line customer support team serving first responders and public safety staff. You will handle inquiries via email, phone, and chat, troubleshoot software issues, and escalate as needed while contributing to product knowledge and testing of new features.

We value clear communication, curiosity, and the ability to work independently in a fast-paced, high-stakes environment. Eastern time hours are expected, with potential weekend coverage.

Qualifications

• Minimum 2 years of professional software support experience.
• Strong written and verbal communication.
• Ability to troubleshoot and replicate software issues.
• Experience with Zendesk and/or JIRA preferred.
• Proficiency with Microsoft Office and Google Suite.
• Willingness to work Eastern Time hours.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests and maintain responses within SLA times.
• Troubleshoot and reproduce software issues.
• Escalate issues to engineering and project management teams.
• Contribute to testing of new features and update the knowledge base.

Skills

Customer support

Communication

Problem-solving

Multitasking

Interpersonal skills

Ticketing systems

Windows & MacOS

MS Office & Google Suite

GovTech interest

Empathy

Independent work

Tools

Zendesk

JIRA

Job description

Mark43 is hiring Software Support Analysts to join our front-line customer support team serving first responders and public safety staff. You will handle inquiries via email, phone, and chat, troubleshoot software issues, and escalate as needed while contributing to product knowledge and testing of new features.

We value clear communication, curiosity, and the ability to work independently in a fast-paced, high-stakes environment. Eastern time hours are expected, with potential weekend coverage.