Software Support Specialist

1 hour, 39 minutes ago
Full-time
Junior
Customer and Technical Support
Mark43

Mark43

Mark43 redefines public safety software with an integrated Records Management System and a cloud-based Computer Aided Dispatch System, empowering first responders with reliable information and setting industry standards for customer support.

Professional Services
251-1K
Founded 2012
$179M raised

Description

  • Provide customer support by phone and email while meeting internal SLA targets.
  • Own support cases end-to-end for an assigned product.
  • Troubleshoot and attempt 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.
  • File, track, and follow up on Jira cases for Engineering when needed.
  • Assist with acceptance testing for new features and provide customer feedback.
  • Maintain accurate case notes and update knowledge base articles or runbooks for routine fixes.
  • Participate in PagerDuty on-call rotations and tiered shifts.
  • Collaborate with teammates in Slack support channels to coordinate coverage and share troubleshooting guidance.

Requirements

  • 1–2 years of professional experience in software or technical support.
  • Strong written and verbal communication skills with a patient, clear customer communication style.
  • Basic troubleshooting skills and a methodical approach to reproducing and documenting issues.
  • Working knowledge of issue tracking systems, with Jira and/or Salesforce preferred.
  • Familiarity with 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, with empathy for users in high-stakes contexts.
  • Ability to work independently and handle multiple cases with strong attention to detail.
  • Must be authorized to work in the country where hired; no visa sponsorship is available at this time.

Benefits

  • Remote work available in Canada, the UK, and approved U.S. states.
  • Opportunity to work on software that supports public safety and first responders.
  • Commitment to inclusion and reasonable accommodations for qualified individuals.

Interested in this position?

Apply directly on the company website

Apply Now

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