ResponsibilitiesAct 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 explicit documentation of user needs.QualificationsMinimum 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 providecontext 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 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. Accommodation for Applicants with disabilities will be made during the recruitment process when requested.#J-18808-Ljbffr

📌 Senior Software Support Analyst - $90,000 - $120,000 A Year (Winnipeg)
🏢 EllisDon
📍 Winnipeg