Senior Software Support Analyst

Responsibilities

• 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.
• 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.

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. ...