Application Support Analyst

MRI India; Manila; On-site; PHP 446,400 - 613,800; Full time

Benefits offered by this job

Hybrid work environment (2 days WFH)

HMO coverage with dependents

Gym access 24/7

Annual leave and personal time off

Tuition reimbursement

Employee referral program

Job summary

MRI is seeking a proactive B2B SaaS support specialist in Manila to own and resolve customer issues across channels, ensuring SLA adherence and clear communication. You will troubleshoot core workflows, coordinate with Product and Engineering, and contribute to knowledge bases while delivering high-quality, data-driven support.

This hybrid role offers growth opportunities, a competitive package, and HMO with dependents.

Qualifications

• Experience in B2B SaaS product support.
• Client-facing experience with strong communication skills.
• Demonstrated troubleshooting and problem-solving capability.
• Basic SQL or data analysis experience for investigation purposes.
• Experience working with ticketing systems (ServiceNow, Jira, Zendesk).
• Exposure to system integrations, interfaces, or multi-system environments.

Responsibilities

• Provide support across multiple channels (phone, portal, email, chat) in line with SLA targets.
• Troubleshoot issues across core application workflows and configuration.
• Financial modules (e.g., GL, AP, AR, reporting, reconciliations) (if required)
• Data integrity, reporting, and system behaviour.
• Investigate and resolve issues relating to integrated systems and third‑party platforms.
• Manage and prioritise support tickets independently with strong attention to detail
• Communicate clearly with clients, providing timely updates and resolution ownership
• Collaborate with Product, Engineering, and other internal teams when required
• Contribute to knowledge base articles and continuous improvement initiatives

Skills

B2B SaaS support

Client-facing

Troubleshooting

SQL basics

Ticketing systems

System integrations

Tools

ServiceNow

Jira

Zendesk

Job description

Key Responsibilities

• Provide support across multiple channels (phone, portal, email, chat) in line with SLA targets
• Troubleshoot issues across: Core application workflows and configuration
• Financial modules (e.g., GL, AP, AR, reporting, reconciliations) (if required)
• Data integrity, reporting, and system behaviour
• Investigate and resolve issues relating to integrated systems and third‑party platforms
• Manage and prioritise support tickets independently with strong attention to detail
• Communicate clearly with clients, providing timely updates and resolution ownership
• Collaborate with Product, Engineering, and other internal teams when required
• Contribute to knowledge base articles and continuous improvement initiatives

What Success Looks Like

• Ownership of support cases end‑to‑end with clear and well‑documented updates
• Strong troubleshooting capability across system, data, and workflow issues
• Clear, professional communication with both technical and non‑technical users
• Ability to resolve most issues independently, escalating with appropriate context
• Consistent delivery against SLAs and customer satisfaction expectations

Key Requirements

Essential

• Experience in B2B SaaS product support (email, chat, on‑call)
• Client‑facing experience with strong communication skills
• Demonstrated troubleshooting and problem‑solving capability
• Basic SQL or data analysis experience for investigation purposes (if required)
• Experience working with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Exposure to system integrations, interfaces, or multi‑system environments

Desirable

• Experience supporting property management or industry‑specific software
• Understanding of integrations, APIs, or middleware concepts
• Experience in cloud/SaaS environments
• Exposure to data analysis, reporting, or workflow troubleshooting

Working Environment

• May include rostered hours to support customers across different time zones
• Collaborative, fast‑paced support environment with cross‑functional interaction

Benefits

• Career growth opportunities in a diverse and supportive work environment
• Competitive salary package
• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)
• Hybrid working arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Flexible work from anywhere in the world for two weeks out of the year
• Parental leave and parental support perks
• Tuition reimbursement offerings
• Volunteer paid time (16 hours)
• Employee referral scheme rewards
• Flex at MRI program adding 16 extra hours to your time off

We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status, and more. MRI is proud to be an inclusive employer.