Senior Software Support Analyst

Role Overview

As a Senior Software Support Analyst, you will act as a high-touch consultant for users, investigating and diagnosing software issues, and identifying ways to automate and improve internal workflows.

What You Will Do

Investigate and diagnose software issues, identify recurring pain points, and suggest ways to automate and improve internal workflows. Assist in mentoring junior staff and maintaining the knowledge base.

Why It Might Be a Fit

This role requires a minimum of 5 years of experience in software support or customer success, with a solid understanding of how software works and the ability to communicate technical issues to non-technical teams.

Requirements

• Minimum of 5 years in a professional software support or customer success role
• Solid understanding of how software works (e.g., APIs, logs, or browser dev tools)
• Communication Mastery
• Comfortability using data to show where the product/support process needs to evolve
• Ability to read/write basic scripts (Python or JavaScript)
• Experience with using monitoring tools such as Datadog, Splunk, etc.

Benefits

• Continuous learning
• Opportunity for growth
• Competitive compensation package
• Inclusive and diverse work environment
• Accommodation for Applicants with disabilities