Software Support Analyst — Public Safety (Remote)

Mark43; South Carolina; Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is hiring Software Support Analysts to join our team. You will engage with first responders and public safety staff to enhance their understanding of our software, troubleshoot issues, and provide timely resolutions.

The role emphasizes strong communication, problem-solving, and a customer-first mindset, with coverage of Eastern time business hours. Ideal candidates have at least 2 years in software support, experience with Zendesk/JIRA, and a passion for GovTech and public safety.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong communication and problem-solving skills.
• Experience with ticketing systems (e.g., Zendesk, JIRA) and basic software testing.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Respond to customer requests within established SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing new features as they are developed.
• Maintain and expand knowledge of Mark43 products.
• Translate product knowledge into user-friendly solutions.
• Contribute to knowledge base and documentation.

Skills

Customer support

Problem solving

Communication

Documentation

Troubleshooting

Multitasking

Tools

Zendesk

JIRA

MS Office

Google Workspace

Windows

MacOS

Job description

Mark43 is hiring Software Support Analysts to join our team. You will engage with first responders and public safety staff to enhance their understanding of our software, troubleshoot issues, and provide timely resolutions.

The role emphasizes strong communication, problem-solving, and a customer-first mindset, with coverage of Eastern time business hours. Ideal candidates have at least 2 years in software support, experience with Zendesk/JIRA, and a passion for GovTech and public safety.