Software Support Analyst, Product (MNP Labs)

wNy Consulting; Bengaluru South; On-site; INR 600,000 - 900,000; Full time

Job summary

MNP Labs in Bengaluru is seeking a Software Support Analyst to provide Level 1 and Level 2 support for SaaS products, handle inquiries via email, chat, and ServiceNow, and help maintain knowledge base.

The ideal candidate has 2+ years in software/application support, a Bachelor's in CS/Engineering, strong troubleshooting, and comfort collaborating across time zones with a global team. ServiceNow experience is a plus.

Qualifications

• 2+ years in a software/application support role, ideally SaaS products.
• Ability to write and maintain customer-facing knowledge base and help articles.
• Excellent written communication with a customer-first mindset.
• Comfortable collaborating across time zones with a globally distributed team.

Responsibilities

• Provide Level 1 and Level 2 support to customers via email, chat, and ServiceNow tickets.
• Answer customer questions and resolve issues promptly across MNP Labs products.
• Create and maintain knowledge base/help articles to enable self-service.
• Identify, triage, and document bugs and issues clearly for engineers.
• Reproduce reported bugs to verify issues and speed resolutions.
• Escalate to engineering/QA as appropriate and assist with manual testing when needed.
• Maintain records of issue types, products affected, and resolutions for metrics.

Skills

Troubleshooting

Knowledge base writing

Customer focus

Cross-time-zone collaboration

Education

Bachelor's degree in CS/Engineering

Tools

ServiceNow

Job description

Software Support Analyst, Product (MNP Labs)

Bangalore South, India | Posted on 09/07/2026

• Job Title Software Support Analyst, Product (MNP Labs)

National in scope and local in focus, MNP isone of Canada’s largest professional service firms providing client-focusedaccounting, consulting, tax, and digital services to clients. Founded in 1958,MNP today is a CAD 2 billion+ organization with 10,000+ employees and 150+offices across Canada. MNP prides itself on being an ‘advisor’ to its clients(individuals, businesses, and organizations), focusing on their success bydelivering personalized strategies and solutions that help clients reach theirfull potential — wherever business takes them.

MNP set up MNP Spark, its Global CapabilityCentre (GCC), in Bengaluru in May 2025 with a focus on enabling the Firm drivegrowth, efficiency, customer delight, and innovation, by leveraging highquality talent in India. MNP Spark is like any other MNP region/office — frontfacing, client focused but working with all MNP regions in Canada to deliverservices.

Make an impact as a Software Support Analyst as part of theMNP Labs team. Here you will design, build, and maintain modern webapplications end to end, working fluidly across front-end and back-end. Scopeand ownership grow with experience. If you enjoy solving real user problemswith clean, scalable code, you'll fit right in.

Responsibilities

• Provide Level 1 and Level 2 support to customers via email, chat, and ServiceNow ticketing
• Answer customer questions and resolve issues promptly and professionally across all MNP Labs products
• Create and maintain knowledge base and help articles for customers to enable self-service
• Identify, triage, and clearly document bugs and issues
• Reproduce reported bugs to verify issues and speed resolution
• Escalate to the engineering team or the QA Lead as appropriate, depending on the nature of the issue
• Support the product team internally, including assisting with manual testing when needed
• Keep an accurate record of issue types, products affected, and high level resolutions to support operational metrics and process improvements

Requirements

Skills

• Strong troubleshooting skillswith the ability to reproduce and clearly document issues.
• Comfortable writingcustomer-facing knowledge base and help content
• Excellent writtencommunication and a customer-first mindset
• Comfortable collaboratingacross time zones with a globally-distributed team

EducationalQualifications

• Bachelor's degree in Computer Science,Engineering, or a related field is preferred. Equivalent practical experiencewill also be considered

Certifications

Experience

• 2+ years in a software /application support role, ideally supporting SaaS products.
• Experience with ticketingsystems; ServiceNow experience is an asset