Mark43

• Lead the end-to-end delivery of RMS implementations, including solution design, system configuration, testing, training, and go-live support • Possess technical aptitude to configure and implement workflows, forms, and data structures within configurable platforms • Translate customer business requirements into scalable technical configurations and user workflows • Oversee RMS implementation across workstreams, including integrations and hardware components • Establish and standardize best practices for RMS delivery across customers • Facilitate customer workshops to gather requirements, validate workflows, and drive alignment • Deliver engaging, high-quality training sessions (in-person and virtual) for both technical and non-technical audiences • Lead product demonstrations, working sessions, and launch events with confidence and clarity • Support user adoption by translating product capabilities into practical, real-world use cases • Guide change management efforts to ensure successful product adoption and long-term customer success • Identify risks, surface issues, and communicate project status effectively to internal and external stakeholders • Gather customer feedback and partner with Product teams to inform roadmap priorities • Collaborate cross-functionally with Training, Product, and Project Management teams to ensure successful delivery outcomes

• Assist key stakeholders, such as customers, third-party vendors, and Mark43 engineering teams, through the different stages of technical implementation, including requirements gathering, solutioning, documentation, mapping, configuration, and user acceptance testing. • Track technical project schedules with stakeholders, help identify schedule risks, and support Implementation Managers with mitigation strategies. • Configure, schedule, and maintain containerized software across a multi-cloud environment. • Update external-facing technical documentation to educate stakeholders on Mark43 technical solutions. • Work towards a worthwhile mission with a team of friendly and intelligent coworkers.

Role Description We are looking for a Support Specialist to join our product-aligned Support teams. In this role you’ll be on the front lines of customer support—owning cases end-to-end for an assigned product, responding by phone, email, and translating product knowledge into clear solutions for customers. Qualified candidates will have strong interpersonal skills, a patient communication style, and a practical, methodical approach to troubleshooting. What You’ll Do: - Provided excellent customer support by phone, email, keeping responses within internal SLA targets. - Troubleshot and attempted 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. - Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress. - Assisted with acceptance testing for new features and supplied feedback from real customers. - Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes. - Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule. - Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips. Qualifications - Minimum of 1–2 years of professional experience in software or technical support. - Humble, open, and curious approach to learning. - Strong written and verbal communication skills, with a patient, clear style for customer interactions. - Basic troubleshooting skills and a methodical approach to reproducing and documenting issues. - Working knowledge of issue tracking systems (Jira and/or Salesforce preferred). - Familiarity 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 a willingness to empathize with users who may operate in high-stakes contexts. - Ability to work independently and handle multiple cases with attention to detail.

• Provided excellent customer support by phone, email, keeping responses within internal SLA targets. • Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools. • Escalated technically complex cases to the Technical Lead with clear reproduction steps and required logs. • Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress. • Assisted with acceptance testing for new features and supplied feedback from real customers. • Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes. • Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule. • Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.

• Guide and support a team of Service Quality Engineers • Partner closely with Engineering and cross-functional teams to define testing and validation processes • Create frameworks, tooling, and training for quality assurance • Mentor team members in technical and professional skills • Ensure the quality and reliability of Mark43’s products

• Support CRM data audits to identify, investigate, and help resolve inconsistencies or inaccuracies. • Assist with maintaining data quality and hygiene across sales systems and tools. • Support efforts to improve forecasting inputs and pipeline hygiene through reporting, validation, and follow-up. • Help review and refine workflows to reduce manual effort, improve consistency, and minimize errors. • Identify inefficient processes and contribute ideas for operational improvements. • Document workflows and assist with process updates to support scalability and consistency. • Partner with team members on ad hoc reporting, data cleanup, and sales operations projects as needed.

• Execute consistent, high-quality outbound outreach via phone, email, and social channels to identify, engage, and qualify public safety agencies. • Proactively research and prospect into new agencies to drive awareness and generate pipeline within assigned territories. • Engage inbound leads professionally and efficiently, assessing fit and coordinating timely handoff to Account Executives. • Collaborate closely with AEs to align on messaging, territory strategy, and lead prioritization. • Work with Marketing to support campaigns, lead follow-up, and outbound call blitzes tied to events or content launches. • Maintain accurate lead data, outreach progress, and notes in Salesforce and your sales engagement platform. • Develop a strong understanding of Mark43’s value proposition and product capabilities to effectively position solutions in early conversations. • Meet and exceed activity- and meeting-based goals as part of a fast-moving, high-accountability SDR team. • Deliver a positive, informed, and professional early experience for all prospective customers you engage.

• Define how Mark43 uses AI internally — what tools, what workflows, what's worth building versus buying. • Maintain a prioritized roadmap of internal AI opportunities across the org. • Act as the company's internal subject matter expert on AI capabilities, tools, and emerging patterns. • Design and deploy agentic workflows and automation that meaningfully reduce manual work. • Build executive-facing dashboards and decision-support tools that drive accountability. • Prototype solutions quickly — validate what works before investing in scale. • Drive AI literacy and adoption across teams — training, documentation, hands-on support. • Partner with department leads to identify and prioritize high-value use cases. • Make it easy for employees to use AI well within appropriate guardrails. • Work closely with the CISO and legal to ensure tools and workflows meet our security and compliance standards. • Define internal AI use guidelines that enable rather than restrict.

• take ownership of projects and features from start to finish • build robust server-side solutions for scale, security, and reliability • build the next generation of cloud-based public safety software • collaborate as a knowledgeable resource to your teammates • improve the architecture of a back-end area of the platform • work with product managers and designers to understand requirements and explain technical constraints • write clear, concise technical documentation • nurture an engineering culture focused on code quality and customer delivery

• help build the next generation of cloud based public safety software • take ownership of products and features from start to finish • build robust server side solutions • improve architectural strategy to meet higher velocity needs • review code submitted by other software engineers • collaborate with design and product teams