CAD Service Quality Engineer

Mark43 is dedicated to empowering communities and their governments with innovative technologies. The CAD Service Quality Engineer will partner with Engineering to ensure the reliability and quality of CAD services, directly impacting public safety by maintaining mission-critical systems used by first responders.

Responsibilities:

• Worked with Customer Success and Engineering to investigate and resolve CAD service issues impacting active agencies
• Monitored system performance and identified opportunities to improve reliability and service quality
• Collaborated with internal teams to validate fixes, enhancements, and releases related to CAD functionality
• Documented findings and communicated clearly with both technical and non-technical stakeholders
• Reviewed service trends and contributed to initiatives that improve uptime, stability, and user experience

Requirements:

• At least 3 years of professional experience working with Computer Aided Dispatch systems
• A background in public safety
• Strong understanding of how CAD systems function in real-world emergency environments
• Ability to quickly diagnose issues and assess their impact on active operations
• Technical proficiency with CAD systems and the ability to navigate, troubleshoot, and understand system behavior
• Clear and effective communication skills, with the ability to collaborate across teams and explain complex issues simply
• Humble, open, and curious, with a willingness to learn, ask questions, and continuously improve how we support our users
• U.S. citizenship
• Ability to pass background checks for federal agencies