Senior Software Support Analyst

Act as a high-touch consultant for our users.

Investigate, reproduce, and diagnose software issues, understanding the "why" behind a bug before escalating it to engineering.

Identify recurring pain points in the customer journey or internal workflows and suggest ways to automate, document, and improve it.

A ssist in mentoring junior staff, maintaining the knowledge base, and ensuring the team hits its quality targets.

Bridge the gap between the customer and the P roduct/Engineering teams by providing structured and clear documentation of user needs.

Minimum of 5 years in a professional software support or customer success role and be able to take independent ownership of technical escalations and client issues.

A solid understanding of how software works (e.g., APIs, logs, or browser dev tools). You can look "under the hood" to provide context to the engineering team.

Communication Mastery: You are a natural "talker" who can build rapport quickly , translating technical friction into empathetic solutions.

Comfortability using data to show where the product / support process needs to evolve.

Ability to read/write basic scripts (Python or JavaScript) to automate repetitive tasks or parse logs.

Experience with using monitoring tools such as Datadog, Splunk, etc. to identify trends, recurring issues and proactively raise concerns.

Curiosity and a "builder" mindset : if you e njoy creating the structures that help a support team scale , this role is for you.

The salary range for this role is $90,000 - $120,000.

EllisDon is proud to provide this unique career opportunity that provides continuous learning, opportunity for growth, and a competitive compensation package within an environment that is committed to inclusion and respects diversity.