Software Support Analyst I - Front‑Line Troubleshooter

Mark43; New Mexico; Remote; USD 60,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our customer support team. You will directly interact with first responders and public safety staff to improve their experience with our software, troubleshoot issues, and escalate when needed.

You should have at least 2 years of professional software support experience, be comfortable with Zendesk or Jira, and proficient in Microsoft 365 and Google Workspace. Some weekend coverage may be required.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Fearless approach to technology and demonstrated software troubleshooting skills.
• Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred).
• Proficiency in Microsoft Office & Google Suite.
• Working knowledge of both Windows and MacOS.
• Weekends may be required.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• 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

Skills

Customer service excellence

Troubleshooting

Communication skills

Cross-functional collaboration

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows

MacOS

Job description

Mark43 is seeking a Software Support Analyst to join our customer support team. You will directly interact with first responders and public safety staff to improve their experience with our software, troubleshoot issues, and escalate when needed.

You should have at least 2 years of professional software support experience, be comfortable with Zendesk or Jira, and proficient in Microsoft 365 and Google Workspace. Some weekend coverage may be required.