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 issuesInvestigate, reproduce, and diagnose bugs before escalationIdentify recurring workflow and customer journey pain pointsCreate knowledge articles and standardized team proceduresDocument user needs for Product and Engineering teamsRequirements:
Minimum five years in software support or customer successIndependent ownership of technical escalations and client issuesUnderstanding of APIs, logs, or browser developer toolsStrong communication and rapport-building abilitiesComfort using monitoring data and lightweight automation toolsBring technical diagnosis, user communication, documentation, and automation skills to EllisDon’s software support team in Mississauga.
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