Senior Software Support Engineer & Product Liaison

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

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.