Senior Software Support Analyst
About The Position
Connect with us LinkedIn, Instagram, Facebook, Twitter Do you want to build the software that builds cities? EllisDon’s construction technology team is made up of Full-Stack Developers, Data Analysts, UX Designers, Product Owners, IT Operations and we’re growing fast! Our team also includes some of the best digital modelers and BIM specialists in the industry, experts who are working with the latest tech on projects in the billions of dollars. We are a software development studio of 140+ people, backed by one of Canada’s top construction firms, with over 70 years in the industry and completing over $5 billion of work each year. We build software that is solving real-world problems on some of Canada’s largest construction projects. Above all, we at EllisDon work hard to deliver great careers to one another. We choose to celebrate the strength in our differences, every day. EllisDon’s commitment to Inclusive Diversity is to work together to create an environment where every employee feels safe to be their true and authentic self. Ultimately, EllisDon’s purpose is to provide people with similar values the opportunity to achieve their full potential; to deliver that opportunity for great careers to one another; and to contribute meaningfully to the community we share with others. In case you’re curious, here’s what the industry thinks of us and some of the impacts we've made to the communities we work in and our latest Impact Report, highlighting how we're putting our values into practice in areas such as the climate & environment, inclusive diversity, indigenous relations, and health and safety.
Requirements
- 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 enjoy creating the structures that help a support team scale, this role is for you.
Responsibilities
- 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.
- Assist in mentoring junior staff, maintaining the knowledge base, and ensuring the team hits its quality targets.
- Bridge the gap between the customer and the Product/Engineering teams by providing structured and clear documentation of user needs.
Benefits
- continuous learning
- opportunity for growth
- competitive compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
