Application Support Analyst

Mri Software; Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Career growth opportunities

Competitive salary package

Hybrid working arrangement

HMO coverage

Free gym access

20 annual leaves

Job summary

MRI Software is seeking a Support Analyst in Manila to provide application support for SaaS platforms. You will assist clients with system configuration, data integrity, and business workflows. The ideal candidate has experience in B2B SaaS support, strong communication skills, and troubleshooting capabilities. This role offers a hybrid work arrangement, a competitive salary, and opportunities for career growth within a diverse workplace. Join us and contribute to our inclusive culture.

Qualifications

• Experience in B2B SaaS product support (email, chat, on‑call).
• Client‑facing experience with strong communication skills.
• Demonstrated troubleshooting and problem‑solving capability.

Responsibilities

• Provide support across multiple channels in line with SLA targets.
• Troubleshoot issues across core application workflows and configuration.
• Communicate clearly with clients, providing timely updates.

Skills

B2B SaaS product support

Strong communication skills

Troubleshooting and problem-solving

Basic SQL

Experience with ticketing systems

Exposure to system integrations

Tools

ServiceNow

Jira

Zendesk

Job description

About the Role

As a Support Analyst at MRI Software, you will provide application support for our SaaS platforms, assisting clients across system configuration, data integrity, and business workflows including financial and operational processes.

This role is suited to someone who can work independently, take ownership of issues end‑to‑end, and deliver a high standard of client‑facing support. You will work across core platform functionality as well as integrated third‑party solutions, ensuring a seamless client experience within MRI Software’s open and connected ecosystem.

You will act as a key point of contact for customers, bridging the gap between business users, technical systems, and internal teams, helping clients maximise the value of MRI Software solutions.

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 environment

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 own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

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

We believe that belonging is a direct result of diversity, equity, and inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!