Job Description
Senior Software Support Analyst
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 to engineering.
- Identify recurring pain points in the customer journey or internal workflows and suggest ways to automate, document, and improve them.
- 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.
This is the right role for you if:
- Minimum of 5 years in a professional software support or customer success role with independent ownership of technical escalations and client issues.
- Solid understanding of how software works (e.g., APIs, logs, or browser dev tools) an...