Remote Software Support Analyst – Public Safety

Mark43; Santa Fe (NM); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety software. You’ll handle requests via email, phone, and chat, maintain SLA timelines, troubleshoot issues, and contribute to knowledge base updates.

We value humble, curious problem-solvers with strong written/oral communication. Remote role covering Eastern time business hours; eligible states listed for employment include New Mexico. Prior experience with Zendesk/JIRA is a plus.

Qualifications

• Minimum of 2 years of professional software support experience.
• Strong interpersonal and written/oral communication skills.
• Ability to work independently and handle multiple requests.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Maintain responses within SLA times and troubleshoot software issues.
• Escalate to engineering/project management as needed.
• Contribute to knowledge base updates and product understanding.

Skills

Customer support

Multichannel support

SLA adherence

Troubleshooting

Knowledge base writing

Communication skills

Team collaboration

Zendesk

JIRA

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety software. You’ll handle requests via email, phone, and chat, maintain SLA timelines, troubleshoot issues, and contribute to knowledge base updates.

We value humble, curious problem-solvers with strong written/oral communication. Remote role covering Eastern time business hours; eligible states listed for employment include New Mexico. Prior experience with Zendesk/JIRA is a plus.