Software Support Specialist 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 Support Specialist to join our product-aligned Support teams. In this role you’ll be on the front lines of customer support—owning cases end-to-end for an assigned product, responding by phone, email, and translating product knowledge into clear solutions for customers. Qualified candidates will have strong interpersonal skills, a patient communication style, and a practical, methodical approach to troubleshooting. What You’ll Do If you were part of our team, here are some things you would have done last week: • Provided excellent customer support by phone, email, keeping responses within internal SLA targets. • Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools. • Escalate technically complex cases to the Technical Lead with clear reproduction steps and required logs. • Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress. • Assisted with acceptance testing for new features and supplied feedback from real customers. • Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes. • Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule. • Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips. What You’ll Need We’re looking for a Support Specialist with a minimum of 1–2 years of professional experience in software or technical support. Candidates who excel in this role typically have: • Humble, open, and curious approach to learning. • Strong written and verbal communication skills, with a patient, clear style for customer interactions. • Basic troubleshooting skills and a methodical approach to reproducing and documenting issues. • Working knowledge of issue tracking systems (Jira and/or Salesforce preferred). • Familiarity or willingness to learn Salesforce, Slack, PagerDuty, and common monitoring tools. • Proficiency in Microsoft Office. • Working knowledge of Windows and macOS environments. • Interest in GovTech and public-safety software and a willingness to empathize with users who may operate in high-stakes contexts. • Ability to work independently and handle multiple cases with attention to detail. 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.