Software Support Analyst I — Public Safety Tech (Remote)

Mark43; Philadelphia (Philadelphia County); Remote; USD 52,000 - 76,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team and directly assist public safety agencies in understanding and using our software. You will handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and PM teams to resolve complex problems.

The ideal candidate has at least 2 years in software support, strong communication, and a proactive problem-solving mindset, with the ability to work independently and within Eastern time hours.

Qualifications

• Minimum of 2 years of professional software support experience.
• Strong communication and problem-solving skills.
• Ability to troubleshoot and replicate software issues.
• Ability to work with cross-functional teams including engineering and project management.
• Familiarity with issue tracking systems (Zendesk and/or JIRA).
• Proficiency in Microsoft Office and Google Suite.
• Comfort with Windows and MacOS environments.
• Interest in GovTech and Public Safety domains.
• Able to work independently with minimal oversight.
• Willing to work Eastern time business hours; some weekends may be required.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and replicate software issues; document steps taken.
• Escalate issues to engineering and project management as needed.
• Assist in testing new features and gaining knowledge of Mark43 products.
• Contribute to knowledge base with updates and documentation.

Skills

Humble/open mindset

Curious

Software troubleshooting

Research and information gathering

Written and verbal communication

Organizational and multitasking

Zendesk/JIRA experience

MS Office & Google Suite

Windows & MacOS

GovTech and public safety interest

Independent work capability

Tools

Zendesk

JIRA

Job description

Mark43 is seeking Software Support Analysts to join our team and directly assist public safety agencies in understanding and using our software. You will handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and PM teams to resolve complex problems.

The ideal candidate has at least 2 years in software support, strong communication, and a proactive problem-solving mindset, with the ability to work independently and within Eastern time hours.