Senior Software Support Analyst (Mississauga)

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 qualified 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) and the ability to look "under the hood". - Communication mastery: natural "talker" who can build rapport quickly, translating technical friction into empathetic solutions. - Comfortable 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 monitoring tools such as Datadog, Splunk, etc. to identify trends, recurring issues, and proactively raise concerns. - Curiosity and a "builder" mindset: enjoy creating structures that help a support team scale. Salary range: $90,000 - $120,000. 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. 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. Apply on Kit Job: kitjob.ca/job/2prg4f