Software Support Analyst I — Public Safety Tech

Mark43; New Hampshire; On-site; 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 assist first responders and public safety staff, helping them understand and use our software.

You will troubleshoot issues, document solutions, and collaborate with engineering to improve the product. Ideal candidates have 2+ years of software support experience, strong written and verbal communication, and a customer-first mindset.

Qualifications

• Minimum 2 years of professional experience in software support.

Responsibilities

• Provide excellent customer support across channels (email, phone, chat).
• Respond within internal SLA times and troubleshoot software issues.
• Escalate issues to engineering or project management as needed.
• Contribute to testing of new features and expand knowledge base.

Skills

Humble attitude

Clear communication

Problem solving

Research skills

Organizational skills

Zendesk/JIRA knowledge

MS Office & Google Suite

Windows & MacOS familiarity

GovTech interest

Independent work

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Job description

Mark43 is seeking a Software Support Analyst to join our customer support team. You will directly assist first responders and public safety staff, helping them understand and use our software.

You will troubleshoot issues, document solutions, and collaborate with engineering to improve the product. Ideal candidates have 2+ years of software support experience, strong written and verbal communication, and a customer-first mindset.