Senior SaaS Support Analyst - Remote & Growth Opportunities

MRI India; Manila; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Flexible time off

Volunteer time

Tuition reimbursement

Remote-work flexibility

Employee referral program

Job summary

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms across system configuration, data integrity, and business workflows. You will be a key contact for clients, shaping solutions with Product and Engineering, and ensuring timely, high-quality support across channels.

You will own end-to-end cases, escalate with context when needed, and help clients maximise MRI Software solutions.

Qualifications

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

Responsibilities

• Provide support across multiple channels (phone, portal, email, chat) in line with SLA targets
• Troubleshoot issues across core application workflows and configuration
• Troubleshoot financial modules (e.g. GL, AP, AR, reporting, reconciliations) (if required)
• Troubleshoot 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 communication

Troubleshooting

SQL

Data analysis

Ticketing systems

Tools

ServiceNow

Jira

Zendesk

Job description

MRI Software is seeking a Support Analyst to provide application support for our SaaS platforms across system configuration, data integrity, and business workflows. You will be a key contact for clients, shaping solutions with Product and Engineering, and ensuring timely, high-quality support across channels.

You will own end-to-end cases, escalate with context when needed, and help clients maximise MRI Software solutions.