Software Support Specialist
New
M
Mark43GovTech, Public Safety Software
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 VirginiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–2 years
- Required Skills
- SalesforceJiraMicrosoft OfficeSlack
Requirements
- 1–2 years of professional experience in software or technical support
- Strong written and verbal communication skills
- Basic troubleshooting skills
- Methodical approach to reproducing and documenting issues
- Working knowledge of issue tracking systems (Jira and/or Salesforce preferred)
- Familiarity or willingness to learn Salesforce
- Familiarity or willingness to learn Slack
- Familiarity or willingness to learn PagerDuty
- Familiarity or willingness to learn common monitoring tools
- Proficiency in Microsoft Office
- Working knowledge of Windows environments
- Working knowledge of macOS environments
- Interest in GovTech and public-safety software
- Ability to work independently and handle multiple cases with attention to detail
Responsibilities
- Provide excellent customer support by phone, email, keeping responses within internal SLA targets.
- 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 and track Jira cases for Engineering when appropriate and follow up on escalation progress.
- Assist with acceptance testing for new features and supplied feedback from real customers.
- Maintain accurate, single-source case notes and update knowledge base articles or runbooks for routine fixes.
- Cover PagerDuty Tiered shifts by participating in on-call rotations per team schedule.
- Collaborate with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.
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