From Combat Zones to Customer Success: Andy Zarkos’s 19 Years at SmartSafety Software

Sep 8

4 min read

In 2009, Andy Zarkos was asleep in Iraq when rocket fire forced him into a bunker. He was deployed as a software field support representative. As Trancite celebrates its 30th anniversary, this is the story of a 19-year career built on high-stakes support and absolute respect for the customer.

In 2009, Andy Zarkos was in an active combat zone, but he wasn't there as an active-duty soldier. He was there as a field support representative on behalf of SmartSafety Software.

His mission was to provide hands-on training to Explosive Ordnance Disposal (EOD) teams using the company's ATTAC software for post-blast investigations. Seeing the software function in real-world, high-stakes scenarios proved that the company's tools were highly effective in the field.

As Trancite—now known as SmartSafety—celebrates its 30th anniversary in 2026, Andy Zarkos has been with the company for 19 of those years. His career trajectory from symbol and forms development to international combat zones to his current role as Customer Success Manager is a direct reflection of the company's commitment to the people who use its products.

Key Takeaways

Andy joined SmartSafety in 2007, bringing prior experience as a US Air Force security police officer, wildland firefighter, and EMS dispatch supervisor.
He deployed to Iraq in 2009, Afghanistan in 2012 and 2014, training US and coalition EOD teams on post-blast investigation software.
His core professional philosophy is simple: Treat people with respect and you get respect. He views this as his primary, unwritten job description.
Andy attributes the company's 30-year longevity to its foundational culture of faith, trust, and integrity established by the original founders.

A Foundation Built in High-Stress Environments

Before training software users, Andy built a career in high-pressure environments. He served in the US Air Force for seven years as a security police officer, starting in 1995. Following his military service, he fought wildland fires for the Bureau of Land Management for a season in 2002—a role he describes plainly as the toughest job he has ever had.

He then transitioned to emergency response, working as an EMS dispatch supervisor and trainer for Idaho State Communications until 2007.

When he joined SmartSafety in February of that year, he already possessed a deep understanding of the pressures faced by first responders and military personnel. He started in symbols development and eventually moved into forms development, building a strong technical foundation in the company's software capabilities.

Taking Software to the Battlefield

Most software developers never see their products used in the field. Andy saw the software used in active war zones.

In 2009, he deployed to Iraq to work directly with Task Force Troy. He trained soldiers, Marines, and sailors to use ATTAC software for counter-IED operations. The work was dangerous, but the reward was immediate. He was able to see firsthand that the software was not just theoretical—it was actively assisting military personnel in accomplishing their missions.

His field support did not end in Iraq. Andy traveled extensively to train US and Canadian EOD units at military bases including Fort Irwin, Fort AP Hill, Redstone Arsenal, and Fort Bliss. He later deployed to Kandahar, Afghanistan in 2012 with Joint Task Force Paladin, and again to Bagram, Afghanistan in 2014, where he served as the team leader for all SmartSafety field support representatives in the country.

The Shift to Customer Success

Today, Andy serves as a Customer Success Manager. His role has evolved from responding to technical support calls to actively engaging with users before problems arise.

He monitors how law enforcement and federal agencies utilize the software, ensures they extract maximum value, and resolves potential issues before they escalate into operational roadblocks. When asked about the future of the company and the integration of new technologies, Andy keeps his focus strictly on the end user.

"When I think about is all of the police and federal agencies that we're going to help down the road. We're going to provide them a tool, a capability, a resource that's going to make their job easier. They have it tough enough. They don't need anything else."

Navigating Change and Preserving Culture

Over 19 years, Andy has witnessed significant shifts within the company. SmartSafety has changed ownership three times, and the COVID-19 pandemic forced a permanent transition to remote work.

Andy notes that the shift to a work-from-home model impacted the close-knit camaraderie that originally defined the daily company culture. Before 2020, the team worked in the same physical space, supporting one another and genuinely enjoying the shared environment.

Despite these structural changes, the core values remain intact. Andy points to the foundational culture established by the original founders—Christian men who built the company on principles of faith, trust, and integrity. In the early days, it was common for the team to stop and pray together during company gatherings. That foundation created an environment where colleagues consistently drop whatever they are doing to help one another.

This internal culture translates directly into how the company treats its users. Andy operates on a simple philosophy: Treat people with respect and you get respect. He believes that listening to customers, understanding their operational pain points, and prioritizing their needs is the ultimate driver of the company's long-term success.

Flight Simulators, Australian Shepherds, and the Boise Housing Market

Outside of his professional life, Andy stays highly active. He is the owner of two Australian Shepherds, Buddy and Maggie, who he notes are the actual rulers of his house. He remains closely connected to his parents and sisters, citing them as his primary support system.

Andy is an avid aviation enthusiast. His father flew as a corporate pilot for over 30 years, and Andy now spends his free time flying advanced flight simulators. He is also a dedicated Boston Red Sox fan, enjoys playing golf, and takes extremely long walks to discover new areas around his city.

Currently, his most time-consuming activity is navigating the highly competitive Boise housing market to purchase a new home—a process he jokingly describes as "a nightmare" and a daily stress test.

Nineteen Years Down, Looking Toward the Future

As SmartSafety marks its 30th anniversary, Andy recognizes his unique position. Having been with the company for 19 of those 30 years, he has seen technologies evolve, offices move, and personnel change.

He views the 30-year milestone as a direct result of the people, the customers, and the enduring culture that keeps the organization moving forward. After nearly two decades of service, his commitment to the mission remains unchanged.