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Mark43 is a GovTech company building software for public safety agencies and first responders. The Software Support Analyst I role is a customer-facing position on the front lines of support operations, directly interacting with both first responders and civilian staff at public safety agencies.
In this role, you will:
- Provide excellent customer support via email, phone, and chat
- Handle customer requests while maintaining internal SLA times
- Troubleshoot and replicate software issues to understand root causes
- Escalate complex issues to engineering and project management teams
- Participate in testing new features as they are developed
- Build and maintain strong working knowledge of Mark43's product suite
- Translate product knowledge into practical solutions for users
- Contribute to the knowledge base through article updates and organizational maintenance
Mark43's work involves high-stakes public safety software with a complex product suite. The support team collaborates across the organization and provides valuable user insights that inform product development. The company is growing quickly, so adaptability to changing team dynamics and processes is essential.
The role covers Eastern time business hours, with potential weekend requirements.
REQUIREMENTS:
- Minimum 2 years of professional experience in software support
- Strong interpersonal and communication skills (written and oral)
- Demonstrated software troubleshooting abilities and fearless approach to technology
- Talent for research and information-gathering
- Strong organizational skills and ability to multitask
- Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred)
- Proficiency in Microsoft Office and Google Suite
- Working knowledge of both Windows and macOS
- Ability to work independently with minimal oversight
- Interest in GovTech and public safety
- Willingness to empathize with diverse users
- Must be authorized to work in the US (no visa sponsorship available)
- Must be located in an approved state (36 US states plus Canada and UK eligible; San Francisco excluded)
