{"id":2946708,"url":"https://alion.io/job/mark43-software-support-analyst-i","title":"Software Support Analyst I","company":{"id":179529,"name":"Mark43","domain":"mark43.com","url":"https://alion.io/company/mark43","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":25,"ghost_share":0.24,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":87,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","GB","CA"],"hiring_countries_total":3,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":75000,"period":"year","method":"global_role_seniority_cell","sample_n":1104},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-20T15:21:45Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T14:53:42Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"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.\nMark43’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.\nWe are looking for Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support efforts, directly interacting with both first responders and civilian staff at public safety agencies in order to improve their experience and understanding of our products. Support team members collaborate with teams across Mark43, and provide valuable insight into the perspective of our users. Qualified candidates will have strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving. Because Mark43 is growing quickly, successful team members will be adaptable to changing team dynamics and processes.\nWhat You’ll Do\nIf you were part of our team, here are some things you would have done last week:\nProvided excellent customer support\nHandled requests from customers via email, phone, and chat\nKept responses within our internal SLA times\nSpent time troubleshooting and replicating software issues\nEscalated issues to our engineering and project management teams\nAssisted in the testing of new features as they are developed\nContinued to learn more about our suite of products in order to maintain a strong working knowledge of them\nTranslated product knowledge into solutions for users\nContributed to our knowledge base (minor article updates, organizational maintenance, etc)\nWhat You’ll Need\nWe’re looking for Software Support Analysts with a minimum of 2 years of professional experience in software support. Mark43’s work has high stakes and involves a complex product suite. We’re always striving to exceed the demands and expectations of our customers, and this team will be on the front line when it comes to creating a great customer experience.\nPeople who thrive on our team also tend to share the following characteristics and skills:\nHumble, open, and curious\nFearless approach to technology and demonstrated software troubleshooting skills\nA talent for research and information-gathering\nClear and confident written and oral communication skills\nStrong organizational skills and ability to multitask\nWorking knowledge of issue tracking systems (Zendesk and/or JIRA preferred)\nProficiency in Microsoft Office & Google Suite\nWorking knowledge of both Windows and MacOS\nAn interest in GovTech and Public Safety\nWillingness to empathize with users who may be unlike yourself\nThe ability to work independently and with minimal oversight\n We are looking to cover Eastern time business hours. Weekends may be required. \nMark43 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. \nOur 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.\nAs 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.\nMark43 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  requesting the accommodation.","description_format":"text","description_chars":5151,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Law Enforcement","Digital Government"],"lifecycle":[{"event":"open","at":"2026-10-20T18:51:38Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-22T06:27:10+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":87,"reasons":["conf:1","velocity","win:early","comp:junior"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/mark43-software-support-analyst-i","json_url":"https://alion.io/job/mark43-software-support-analyst-i.json","meta":{"generated_at":"2026-10-22T18:18:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":861,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179529},"rest":"https://alion.io/mcp/rest/get_company?id=179529"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmark43-software-support-analyst-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmark43-software-support-analyst-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmark43-software-support-analyst-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mark43-software-support-analyst-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmark43-software-support-analyst-i"}]}