Customer Support Analyst - Construction Software
Join to apply for the Customer Support Analyst – Construction Software role at SRA Group

Location: Remote in Canada or US, with optional hybrid days in Markham, ON

LATE SHIFT is required within 3-6 months of 11:30 AM EST to 8PM EST

Company: SRA Staffing, on behalf of a leading construction software provider

About the role
Join a growing construction ERP team supporting customers who run their businesses on modules like Job Costing, Payroll, Service, and Accounting. You will handle inbound tickets and live calls, dig into data and configuration, and work closely with QA and Product. Over time, you will become a go-to specialist for one or more modules.

Shift
Training period: 8:30 a.m. to 5:00 p.m. ET for approximately 3 to 6 months
Ongoing shift after ramp-up: 11:30 a.m. to 8:00 p.m. ET (permanent late shift for West Coast coverage)

Remote across Canada, with one annual trip to head office. If you are near Markham, you can work mainly remote with the option to come in on select days.

What you will do
Support construction customers by phone and email on ERP modules such as Job Costing, Payroll, Service, and Accounting
Troubleshoot issues by reviewing data, configuration, and process steps
Identify whether a case requires training, a product change, or a client-side adjustment
Work with Support, QA, and Product to drive fixes, updates, and knowledge base content
Build depth in at least one specialization area, such as Payroll or Job Costing

What you bring
Must-haves




2 or more years of experience supporting external customers on software, ERP, or SaaS
Comfortable on live calls without a script, with clear, professional English and strong empathy
Basic bookkeeping knowledge, including debits, credits, general ledger, and sub-ledger relationships
Willing and able to work the permanent 11:30 a.m. to 8:00 p.m. ET shift after the training period

Nice-to-haves
Experience with ERP or accounting software such as Sage, CMiC, Viewpoint, Procore, Acumatica, Jonas, ServiceTitan, NetSuite, or similar
Background in construction or trade services workflows, especially time and materials or job costed projects
Payroll experience and comfort with payroll cycles and remittances
SaaS or cloud software support experience
Explicit growth path from L1 into L2, L3, and L4, with potential to move into QA, Training, or Implementation
Structured onboarding with coaching, shadowing, and documented processes
Stable, profitable software group with strong mentorship and long-term customers

Compensation and perks
Base salary: starting at $55,000+ CAD, with flexibility for candidates who already support a direct competitor ERP
Bonus: performance bonus and incentives
Vacation: 3 weeks
Benefits: comprehensive benefits from day one
Equity: participation in a company share purchase plan through the parent group
Equipment: company laptop and tools provided

How to apply
Please send your resume to [email protected] with the subject line 'Customer Support Analyst – Construction Software'.

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📌 Customer Support Analyst - Construction SW (Ontario)
🏢 SRA Group
📍 Ontario