CAD Service Quality Engineer at Mark43

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time. Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team. We are looking for a CAD Service Quality Engineer to join our Customer Success team. In this role, you will partner closely with Engineering to ensure the reliability, performance, and overall quality of our Computer Aided Dispatch (CAD) services. You will play a critical role in supporting the systems that first responders depend on every day, helping ensure they are dependable, resilient, and ready when it matters most. This is a unique opportunity to directly impact public safety by maintaining and improving the quality of mission-critical systems used in emergency response. Your work will help ensure that the services Mark43 provides remain industry-leading and continue to support both officers and the communities they serve. What You’ll Do If you were part of our team, here are some things you would have done last week: • Worked with Customer Success and Engineering to investigate and resolve CAD service issues impacting active agencies • Monitored system performance and identified opportunities to improve reliability and service quality • Collaborated with internal teams to validate fixes, enhancements, and releases related to CAD functionality • Documented findings and communicated clearly with both technical and non-technical stakeholders • Reviewed service trends and contributed to initiatives that improve uptime, stability, and user experience What You’ll Need We’re looking for a CAD Service Quality Engineer with at least 3 years of professional experience working with Computer Aided Dispatch systems and a background in public safety. This level of experience is important because the role requires a strong understanding of how CAD systems function in real-world emergency environments, along with the ability to quickly diagnose issues and assess their impact on active operations. People who thrive on our team also tend to share the following characteristics: • A strong passion for public safety and a genuine interest in supporting first responders through technology • Technical proficiency with CAD systems and the ability to navigate, troubleshoot, and understand system behavior • Clear and effective communication skills, with the ability to collaborate across teams and explain complex issues simply • Humble, open, and curious, with a willingness to learn, ask questions, and continuously improve how we support our users Location Our team is remote-friendly across the United States. This role requires U.S. citizenship and the ability to pass background checks for federal agencies. Some travel may be required based on customer or project needs. Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team. As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts. Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email [Upgrade to PRO to see contact] requesting the accommodation.