Software Support Analyst I - Public Safety Tech

Mark43; Boston (MA); Remote; USD 60,000 - 90,000; 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 civilian staff at public safety agencies to improve their experience and understanding of our products.

You will handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and project management to ensure timely resolutions. Eastern US business hours apply, with some weekend support.

Qualifications

• Minimum 2 years of professional software support experience.
• Strong interpersonal and patient communication skills.
• Keen to learn and understand Mark43 products.
• Ability to troubleshoot and reproduce software issues.
• Experience with issue tracking systems (Zendesk/JIRA).
• Proficiency with MS Office & Google Suite; Windows and MacOS.

Responsibilities

• Provide excellent customer support.
• Handle requests from customers via email, phone, and chat.
• Keep responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing of new features as they are developed.
• Maintain strong product knowledge to translate solutions for users.
• Contribute to the knowledge base with updates and maintenance.
• Learn about our product suite to better assist users.

Skills

Humility & empathy

Problem solving

Research

Clear communication

Multitasking

Independent work

GovTech interest

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

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 civilian staff at public safety agencies to improve their experience and understanding of our products.

You will handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and project management to ensure timely resolutions. Eastern US business hours apply, with some weekend support.