Senior Software Support Analyst

65 GateThree Inc.; Mississauga; On-site; CAD 90,000 - 120,000; Full time

Job summary

EllisDon is seeking a Senior Software Support Analyst to act as a high-touch consultant for our users, diagnosing issues and translating technical details for the engineering team.

You will own escalations, mentor junior staff, and help improve processes using data, logs, and APIs. A strong collaboration mindset and experience with Datadog or Splunk will help you thrive in our fast-growing software group.

Qualifications

• Minimum of 5 years in a professional software support or customer success role.
• A solid understanding of how software works (APIs, logs, or browser dev tools).
• Communication Mastery: you are a natural 'talker' who can build rapport quickly.
• Comfortable using data to show where the product/support process needs to evolve.

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.

Skills

Communication

Independent ownership

Empathy

Data-driven

APIs

Browser dev tools

Python/JavaScript

Datadog

Splunk

Tools

APIs

Browser dev tools

Datadog

Splunk

Python

JavaScript

Job description

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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.

You as a Senior Software Support Analyst will:

• 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.

This is the right role for you if:

• 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.

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. Go ahead and be yourself. We'll pay you for it!

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical status, veteran status, religion, language, political opinion, working-style preference, family status, education, and socio-economic status.

The EllisDon core values of Integrity and Mutual Respect welcomes everyone, at work and in the community, and our value of Mutual Accountability, means that we all have a role to play.

Accommodation for Applicants with disabilities will be made during the recruitment process when requested.

We are committed to providing a positive candidate experience and ensuring timely updates are provided to all candidates.

EllisDon uses AI tools to assist in screening and assessing applicants for this position.