Software Support Specialist

Job Summary

To support a dynamic team, the full-time Software Support Specialist will provide high-quality customer support for a cloud-based software platform, investigating and resolving software issues for Fire and EMS agencies in a hybrid work environment.

Key responsibilities

• Provide customer support through web portal, chat, and phone channels
• Investigate and resolve software issues related to application functionality and integrations
• Create and maintain support documentation and knowledge base articles

Required qualifications

• Bachelor's degree preferred or equivalent related experience
• 3+ years of software support experience required
• Experience supporting SaaS or cloud-based software products preferred
• Public safety or emergency services experience preferred
• Familiarity with Jira, CRM systems, and remote support tools preferred