B2B SaaS Support Analyst (Hybrid)

MRI India; Manila; Hybrid; 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

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.