Software Support Analyst I jobs in United States
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Mark43 · 7 hours ago

Software Support Analyst I

positionUnited States
timeFull-time
remoteRemote
seniorityEntry Level
date2+ years exp

Mark43 is a company dedicated to empowering communities and their governments with innovative technologies. They are seeking a Software Support Analyst to enhance customer support efforts by directly interacting with first responders and civilian staff, troubleshooting software issues, and contributing to product knowledge.

GovTechInformation ServicesLaw EnforcementPublic SafetySoftware
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Comp. & BenefitsbadNo H1Bnote

Responsibilities

Provided excellent customer support
Handled requests from customers via email, phone, and chat
Kept responses within our internal SLA times
Spent time troubleshooting and replicating software issues
Escalated issues to our engineering and project management teams
Assisted in the testing of new features as they are developed
Continued to learn more about our suite of products to maintain a strong working knowledge of them
Translated product knowledge into solutions for users
Contributed to our knowledge base (minor article updates, organizational maintenance, etc.)

Qualification

Software troubleshootingIssue tracking systemsCustomer supportMicrosoft OfficeMicrosoft TeamsWindowsMacOSResearch skillsEmpathyInterpersonal skillsCommunication skillsOrganizational skills

Required

Minimum of 2 years of professional experience in software support
Strong interpersonal skills
Clear and patient style of communication
Keen mind for problem-solving
Ability to adapt to changing team dynamics and processes
Excellent customer support skills
Ability to handle requests from customers via email, phone, and chat
Ability to keep responses within internal SLA times
Experience troubleshooting and replicating software issues
Ability to escalate issues to engineering and project management teams
Assistance in testing new features as they are developed
Strong working knowledge of the suite of products
Ability to translate product knowledge into solutions for users
Contribute to knowledge base (minor article updates, organizational maintenance, etc.)
Humble, open, and curious
Fearless approach to technology and demonstrated software troubleshooting skills
Talent for research and information-gathering
Clear and confident written and oral communication skills
Strong organizational skills and ability to multitask
Working knowledge of issue tracking systems (Salesforce and/or JIRA preferred)
Proficiency in Microsoft Office & Microsoft Teams
Working knowledge of both Windows and MacOS
Interest in GovTech and Public Safety
Willingness to empathize with users who may be unlike yourself
Ability to work independently and with minimal oversight

Preferred

Working knowledge of issue tracking systems (Salesforce and/or JIRA preferred)

Company

Mark43

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Glassdoor3.4
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Mark43 offers cloud-based public safety software for law enforcement to ensure accurate responses.
dateFounded in 2012
location
New York, New York, USA
people-size201-500 employees
web-link
http://mark43.com

Funding

Current Stage
Late Stage
Total Funding
$268.82M
2024-05-31Series E· $40M
2021-07-12Series E· $101M
2020-04-01Series D· $50M

Leadership Team

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Flo Mayr
Co-Founder
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Scott Crouch
Co-Founder and Chairman of the Board of Directors
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Recent News

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2026-01-13
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The five trends UK policing can’t ignore in 2026
2026-01-07
Govtech Fund
◤ Govtech Fund Invests In Mark43, Raises $10.8M
2026-01-06
Company data provided by crunchbase