Software Support Analyst I

Role overview

Provide frontline software support to public safety agency users, helping first responders and civilian staff understand and resolve issues with a complex product suite. The role combines patient customer communication with practical troubleshooting, careful follow-through, and feedback to internal product and engineering teams.

Responsibilities - Respond to customer requests by email, phone, and chat, aiming to meet internal response-time targets. - Investigate reported problems, reproduce software issues, and translate product knowledge into useful guidance. - Escalate issues to engineering or project teams with relevant details. - Assist with testing new features as they are developed. - Keep product knowledge current and contribute small updates and organizational improvements to support documentation.

Requirements - At least 2 years of professional software support experience. - Demonstrated software troubleshooting, research, and information-gathering ability. - Clear, confident written and verbal communication, with patience and empathy for users. - Strong organization and ability to manage multiple requests independently with limited oversight. - Working familiarity with issue-tracking systems; experience with Zendesk or Jira is preferred. - Proficiency with Microsoft Office and Google Workspace, and working knowledge of Windows and macOS.

Nice to have

Interest in government technology and public safety, and an open, curious approach to learning unfamiliar systems and user needs.

Benefits and work setup

Coverage is intended for Eastern Time business hours, and weekend work may be required. The source states that applicants must already be authorized to work in the country where the role is hired, and that visa sponsorship is unavailable. Remote hiring is limited to specified locations in the United States, Canada, and the United Kingdom; eligibility depends on the hiring location.