Software Support Analyst I — Public Safety Tech

Mark43; Lansing (MI); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work

Eastern hours

Job summary

Mark43 is seeking a Software Support Analyst to join our team and assist public safety agencies in using our software. You’ll be on the front lines delivering excellent customer support, troubleshooting, and knowledge sharing to improve user experience.

We value humility, curiosity, and clear written and verbal communication, with a willingness to adapt to evolving processes. This role supports Eastern time business hours and offers remote work across the United States.

Qualifications

• 2+ years of professional software support experience.
• Strong written and verbal communication skills.
• Ability to troubleshoot and resolve issues efficiently.
• Familiarity with issue-tracking systems (Zendesk/JIRA preferred).

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and replicate software issues; document findings.
• Escalate complex issues to engineering and project management teams.
• Contribute to knowledge base and internal documentation.
• Maintain strong knowledge of Mark43 product suite and updates.
• Work collaboratively with cross-functional teams to improve customer experience.

Skills

Customer support

Troubleshooting

Communication

Research

Multitask

Zendesk/JIRA

MS Office/Google Suite

Windows/MacOS

GovTech interest

Empathy

Tools

Zendesk

JIRA

Google Workspace

Microsoft Office

Job description

Mark43 is seeking a Software Support Analyst to join our team and assist public safety agencies in using our software. You’ll be on the front lines delivering excellent customer support, troubleshooting, and knowledge sharing to improve user experience.

We value humility, curiosity, and clear written and verbal communication, with a willingness to adapt to evolving processes. This role supports Eastern time business hours and offers remote work across the United States.