Remote Software Support Analyst - Public Safety Tech

Mark43; Montgomery (AL); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team and support public safety agencies using our software. You will be on the front lines, helping first responders and staff understand and use our products effectively.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering. You’ll also contribute to our knowledge base while learning our product suite. This role requires Eastern time hours and can be remote within the listed states.

Qualifications

• 2+ years of professional experience in software support.
• Experience supporting public safety or government-facing software is a plus.
• Strong written and verbal communication, with a patient, clear style.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and replicate software issues; escalate to engineering and project management as needed.
• Contribute to knowledge base and training materials; stay informed about product updates.

Skills

Customer empathy

Clear communication

Problem solving

Multitasking

Research skills

Written communication

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking a Software Support Analyst to join our team and support public safety agencies using our software. You will be on the front lines, helping first responders and staff understand and use our products effectively.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering. You’ll also contribute to our knowledge base while learning our product suite. This role requires Eastern time hours and can be remote within the listed states.