Senior Software Support Analyst

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Thinking about a change?

We recognize that the construction industry is changing at a rapid pace and we continually strive to be at the forefront. Our core values empower people to deliver great careers to one another and develop creative solutions for complex problems on some of the most exciting projects. It doesn’t matter what your expertise and craft is – there are no boundaries. We are a group of professionals with a variety of expertise within pre-construction, construction, and post-construction. To learn more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse bunch.

Above all, we are a group of individuals with unique experiences and at EllisDon, 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 to 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.

• Champion documentation and process enforcement, turning ad-hoc fixes into repeatable knowledge base articles and standardized team procedures.

• 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.

Must-have qualifications:

• 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 communicator who can build rapport quickly, translating technical friction into empathetic solutions.

• Process & Documentation Advocate: A passion for enforcing standard operating procedures, organizing knowledge bases, and building structural scaffolding that helps a support team scale.

• Data-Informed Problem Solving: Comfort using data or monitoring tools (such as Datadog, Splunk, etc.) to spot trends, recurring issues, and proactively raise concerns.

• Pragmatic Automation Mindset: Comfort leveraging lightweight tools or reading basic scripts (such as bash or Python or tweaking existing macros/scripts) to parse logs or eliminate repetitive manual tasks—with plenty of room to learn and grow on the job.

Why This Role Matters:

• This role is the front line of system reliability, where real user impact meets real-time problem solving.

• You don’t just respond to issues, you help the system learn, stabilize, and improve with every incident handled.

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. As an EllisDon employee, this will ultimately be your commitment to Inclusive Diversity.

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. If you haven’t already, be sure to create a profile on our Careers page to remain up to date on the status of your application and learn about new career opportunities as they arise.

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