Senior Software Support Analyst

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...