Software Support Analyst I

Mark43; Salem (OR); Remote; USD 65,000 - 80,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team. You’ll be on the front lines supporting first responders and public safety agencies, helping them understand and use our software effectively.

You will handle inquiries by email, phone, and chat, resolve issues within SLA, and collaborate with engineering and PM teams. Ideal candidates bring at least 2 years of software support experience, strong communication, problem-solving skills, and a genuine interest in GovTech.

Qualifications

• Minimum 2 years in software support or similar customer-facing role.
• Ability to troubleshoot and reproduce software issues.
• Excellent written and verbal communication with a patient demeanor.

Responsibilities

• Provide excellent customer support across multiple channels (email, phone, chat).
• Handle requests from customers and ensure responses meet internal SLA times.
• Troubleshoot and replicate software issues; escalate to engineering/PM as needed.
• Contribute to testing of new features and grow product knowledge to assist users.
• Translate product knowledge into clear solutions for users and contribute to the knowledge base.

Skills

Customer focus

Communication skills

Problem solving

Adaptability

Empathy

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows & MacOS

Job description

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.We are looking for Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support efforts, directly interacting with both first responders and civilian staff at public safety agencies in order to improve their experience and understanding of our products. Support team members collaborate with teams across Mark43, and provide valuable insight into the perspective of our users. Qualified candidates will have strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving. Because Mark43 is growing quickly, successful team members will be adaptable to changing team dynamics and processes.

What You’ll Do

If you were part of our team, here are some things you would have done last week:

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Kept responses within our internal SLA times
• Spent time troubleshooting and replicating software issues
• Escalated issues to our engineering and project management teams
• Assisted in the testing of new features as they are developed
• Continued to learn more about our suite of products in order to maintain a strong working knowledge of them
• Translated product knowledge into solutions for users
• Contributed to our knowledge base (minor article updates, organizational maintenance, etc)

What You’ll Need

We’re looking for Software Support Analysts with a minimum of 2 years of professional experience in software support. Mark43’s work has high stakes and involves a complex product suite. We’re always striving to exceed the demands and expectations of our customers, and this team will be on the front line when it comes to creating a great customer experience.

People who thrive on our team also tend to share the following characteristics and skills:

• Humble, open, and curious
• Fearless approach to technology and demonstrated software troubleshooting skills
• A talent for research and information-gathering
• Clear and confident written and oral communication skills
• Strong organizational skills and ability to multitask
• Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred)
• Proficiency in Microsoft Office & Google Suite
• Working knowledge of both Windows and MacOS
• An interest in GovTech and Public Safety
• Willingness to empathize with users who may be unlike yourself
• The ability to work independently and with minimal oversight

We are looking to cover Eastern time business hours. Weekends may be required.

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia.

Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.

As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.

Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email requesting the accommodation.