Senior Technical Software Support Analyst

Technical software support expertise meets EllisDon’s Senior Software Support Analyst role in Mississauga, Ontario. Investigate issues, explain causes, and guide users.

This senior position supports users through technical escalations and client issues. You will analyze APIs, logs, and browser developer tools while communicating clearly with customers. The work also emphasizes documentation, process enforcement, monitoring data, and lightweight automation.

Key Responsibilities:

• Consult closely with users about software issues
• Investigate, reproduce, and diagnose bugs before escalation
• Identify recurring workflow and customer journey pain points
• Create knowledge articles and standardized team procedures
• Document user needs for Product and Engineering teams

Requirements:

• Minimum five years in software support or customer success
• Independent ownership of technical escalations and client issues
• Understanding of APIs, logs, or browser developer tools
• Strong communication and rapport-building abilities
• Comfort using monitoring data and lightweight automation tools

Bring technical diagnosis, user communication, documentation, and automation skills to EllisDon’s software support team in Mississauga.