EllisDon

Senior Software Support Analyst

EllisDon$90K — $120K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years experience in software support or customer success roles.
  • Understanding of software mechanics, including APIs and logs.
  • Strong communication skills to build rapport and translate technical concepts.
  • Ability to analyze data for process improvement insights.
  • Basic scripting knowledge in Python or JavaScript for automation tasks.
  • Experience with monitoring tools like Datadog or Splunk.
  • Curiosity and a proactive mindset to help scale support operations.

Responsibilities

  • Act as a high-touch consultant for users to enhance their experience.
  • Investigate and diagnose software issues, providing context to engineering teams.
  • Identify recurring issues in customer workflows and propose improvements.
  • Mentor junior staff and maintain an effective knowledge base.
  • Document user needs to facilitate communication between customers and engineering.

Benefits

  • Continuous learning and development opportunities.
  • Opportunities for career growth and advancement.
  • Commitment to inclusion and respect for diversity.
Full Job Description
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.


  • 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 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 "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 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!

About EllisDon

EllisDon is a world-leading construction and building services company that completes in excess of $4 billion worth of contracts annually, in every market sector and across the globe. Over the last 65 years, they have grown from being a general contractor to a multi-faceted company that can deliver any aspect of a project.

EllisDon Careers

Joining EllisDon means becoming part of a dynamic team of professionals who are committed to redefining success in the construction industry. At EllisDon, the focus is on innovation, leadership, and a culture of diversity that drives every project forward.

Explore Job Opportunities

EllisDon offers a variety of job opportunities that cater to professionals looking to advance their careers in a supportive and growth-oriented environment. Whether it's through direct hiring or internship positions, EllisDon is dedicated to nurturing skills and fostering professional development.

Experience the Culture and Benefits

EllisDon is not just a company; it's a community where each team member’s growth is prioritized. The benefits at EllisDon go beyond the standard – they are designed to enhance both personal and professional life, ensuring a balanced approach to employment. This commitment to team and individual well-being is a cornerstone of the EllisDon employment experience.

Innovation and Leadership

At the intersection of construction and technology, EllisDon stands as a leader. The company is committed to innovation and continuously seeks out ways to improve and lead in the industry. Team members at EllisDon are encouraged to think creatively and push boundaries, which is integral to the company’s success and leadership in the market.

Diversity and Professional Growth

EllisDon believes that diversity is the key to a robust workplace. The company invests in diversity training and leadership programs that empower employees from all backgrounds to excel and lead. Professional growth is supported through comprehensive training programs and a culture that values diverse perspectives and ideas.

Join the EllisDon Team

EllisDon is actively searching for curious, creative, and solution-driven professionals to join their team. Explore open positions that match your skills and interests. EllisDon looks for passionate individuals who are ready to contribute to a team and advance their careers in meaningful ways.

Networking and Career Advancement

Networking within EllisDon provides invaluable opportunities for career advancement. Employees are encouraged to engage with leaders and peers alike, which enhances their professional network and opens up new pathways for career development.

Prepare for Your Interview

When applying for a position at EllisDon, it is crucial to tailor your resume to highlight relevant experience and skills. Preparation for the interview process is key, as EllisDon seeks individuals who are ready to contribute to their culture of innovation and excellence.

Stay Connected with EllisDon Careers

Keep up to date with the latest from EllisDon by following their careers blog. Gain insights from insiders, and stay informed about new job opportunities and company news. Personalize your subscription to receive job alerts and insider tips tailored to your preferences.

Explore EllisDon Jobs

Discover the exciting and rewarding opportunities that await at EllisDon. Search for positions that align with your career goals and join a team that is dedicated to building a better future.

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Learn more about EllisDon
Industry
Founded
1951

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