Remote Software Support Analyst – Public Safety

Mark43; Phoenix (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

Mark43 is a leading public-safety software company hiring a Software Support Analyst to help first responders and civilian staff get the most from our products. You will work with customers across email, phone, and chat to resolve issues and improve their experience.

You will handle SLA-driven requests, collaborate with engineering and PM teams, and contribute to our knowledge base. A minimum of 2 years in software support and strong communication skills are essential.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong interpersonal, clear and patient communication style.
• Ability to troubleshoot and solve customer issues with empathy.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Triage, diagnose, and troubleshoot software issues for customers.
• Escalate complex issues to engineering and project management teams.
• Contribute to testing of new features and expand knowledge base.
• Translate product knowledge into actionable customer solutions.
• Maintain and update internal knowledge resources and SLA compliance.
• Work to understand and document customer experience to improve products.

Skills

Customer support

Troubleshooting

Research skills

Communication

Organization

Zendesk/JIRA

MS Office & Google Suite

Windows & MacOS

GovTech interest

Independent work

Job description

Mark43 is a leading public-safety software company hiring a Software Support Analyst to help first responders and civilian staff get the most from our products. You will work with customers across email, phone, and chat to resolve issues and improve their experience.

You will handle SLA-driven requests, collaborate with engineering and PM teams, and contribute to our knowledge base. A minimum of 2 years in software support and strong communication skills are essential.