RMS Service Quality Engineer

Mark43’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.

We are looking for an RMS Service Quality Engineer to join our Customer Success team. You will partner closely with Engineering to ensure the reliability, performance, and overall quality of our Reports Management System (RMS) services. You will play a critical role in supporting the systems that public safety professionals depend on every day, helping ensure they are dependable, resilient, and ready when it matters most.

This is a unique opportunity to directly impact public safety by maintaining and improving the quality of mission-critical systems used in reporting and records management. Your work will help ensure that the services Mark43 provides remain industry-leading and continue to support both officers and the communities they serve.

What You’ll Do

If you were part of our team, here are some things you would have done last week:

• Worked with Customer Success and Engineering to investigate and resolve RMS 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 RMS 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

What You’ll Need

We’re looking for an RMS Service Quality Engineer with at least 3 years of professional experience working with Reports Management Systems and a background in public safety. This level of experience is important because the role requires a strong understanding of how RMS platforms function in real-world environments, along with the ability to quickly diagnose issues and assess their impact on agency operations.

People who thrive on our team also tend to share the following characteristics:

• A strong passion for public safety and a genuine interest in supporting first responders through technology

• Technical proficiency with RMS platforms 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

Location

Our team is remote-friendly across the United States. This role requires U.S. citizenship and the ability to pass background checks for federal agencies. Some travel may be required based on customer or project needs.