Software Support Analyst - Public Safety (Remote)

Mark43; Salem (OR); Remote; USD 65,000 - 80,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team. You’ll be on the front lines supporting first responders and public safety agencies, helping them understand and use our software effectively.

You will handle inquiries by email, phone, and chat, resolve issues within SLA, and collaborate with engineering and PM teams. Ideal candidates bring at least 2 years of software support experience, strong communication, problem-solving skills, and a genuine interest in GovTech.

Qualifications

• Minimum 2 years in software support or similar customer-facing role.
• Ability to troubleshoot and reproduce software issues.
• Excellent written and verbal communication with a patient demeanor.

Responsibilities

• Provide excellent customer support across multiple channels (email, phone, chat).
• Handle requests from customers and ensure responses meet internal SLA times.
• Troubleshoot and replicate software issues; escalate to engineering/PM as needed.
• Contribute to testing of new features and grow product knowledge to assist users.
• Translate product knowledge into clear solutions for users and contribute to the knowledge base.

Skills

Customer focus

Communication skills

Problem solving

Adaptability

Empathy

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows & MacOS

Job description

Mark43 is seeking a Software Support Analyst to join our team. You’ll be on the front lines supporting first responders and public safety agencies, helping them understand and use our software effectively.

You will handle inquiries by email, phone, and chat, resolve issues within SLA, and collaborate with engineering and PM teams. Ideal candidates bring at least 2 years of software support experience, strong communication, problem-solving skills, and a genuine interest in GovTech.