Senior SaaS Support Analyst (Data & Integrations)

Mri Software; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms, assisting clients with configuration, data integrity, and business workflows including financial processes.

You will be a key point of contact for customers, bridging business users, technical systems, and internal teams to maximise value from MRI Software solutions. Cross‑functional collaboration and ongoing knowledge sharing are core to the role.

Qualifications

• Experience in B2B SaaS product support (email, chat, on‑call).
• Strong client-facing communication skills and ability to troubleshoot complex issues.
• Experience with SQL or data analysis to investigate problems.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk).
• Exposure to system integrations, APIs, or multi‑system environments.

Responsibilities

• Provide multi-channel support (phone, portal, email, chat) aligned to SLA targets.
• Troubleshoot core application workflows, financial modules, data integrity and reporting.
• Investigate and resolve issues related to integrated third‑party platforms.
• Manage and prioritise support tickets independently with attention to detail.
• Collaborate with Product, Engineering, and internal teams; contribute to knowledge base.

Skills

B2B SaaS support

Client-facing communication

Troubleshooting

SQL / data analysis

Ticketing systems (ServiceNow/Jira/Zed

Tools

ServiceNow

Jira

Zendesk

Job description

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms, assisting clients with configuration, data integrity, and business workflows including financial processes.

You will be a key point of contact for customers, bridging business users, technical systems, and internal teams to maximise value from MRI Software solutions. Cross‑functional collaboration and ongoing knowledge sharing are core to the role.