SaaS Support Analyst III — Client-Facing, Data & Integrations

mrisoftware; Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms across configuration, data integrity, and business workflows. You will be the main point of contact for clients, bridging business users, technical systems, and internal teams to maximise value across MRI’s connected ecosystem.

Ideal candidates will own issues end-to-end, work across core functionality and third-party integrations, and maintain strong SLA-driven support with clear communication and

Qualifications

• Experience in B2B SaaS product support across multiple channels (email, chat, phone)
• Strong client-facing communication and problem-solving skills
• Demonstrated troubleshooting and data analysis capability
• Exposure to data analysis for investigation purposes
• Experience with ticketing systems (e.g. 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 configurations; finance modules as applicable
• Investigate and resolve issues relating to integrated systems and third-party platforms
• Manage and prioritise support tickets independently with 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

Data analysis

Ticketing systems

System integrations

Tools

ServiceNow

Jira

Zendesk

Job description

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms across configuration, data integrity, and business workflows. You will be the main point of contact for clients, bridging business users, technical systems, and internal teams to maximise value across MRI’s connected ecosystem.

Ideal candidates will own issues end-to-end, work across core functionality and third-party integrations, and maintain strong SLA-driven support with clear communication and