Software Support Specialist

1 hour, 25 minutes ago
Full-time
Junior
Quality Assurance and Testing
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 customer issues using product interfaces and basic diagnostic tools.
  • Reproduce customer problems and gather clear reproduction steps and required logs.
  • Escalate technically complex cases to the Technical Lead.
  • File and track Jira cases for Engineering and follow up on escalation progress.
  • Assist with acceptance testing for new features and share feedback from customers.
  • Maintain accurate case notes and update knowledge base articles or runbooks for routine fixes.
  • Participate in PagerDuty on-call rotations and tiered shifts as scheduled.
  • Collaborate with teammates in Slack support channels to coordinate coverage and share troubleshooting guidance.

Requirements

  • 1–2 years of professional experience in software support 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 such as 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 and empathy for users in high-stakes contexts.
  • Ability to work independently and handle multiple cases with attention to detail.
  • Must be authorized to work for any employer in the hiring country; visa sponsorship is not available.
  • Must be located in Canada, the UK, or one of the approved U.S. states for remote work.

Interested in this position?

Apply directly on the company website

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