Support Analyst III

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

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:
• oCore application workflows and configuration
• oFinancial modules (e.g. GL, AP, AR, reporting, reconciliations) (if required)
• oData 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
• 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

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

About Us

From the day we opened our doors, MRI Software has built flexible, game‑changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people‑first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day.

And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong.

Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do.

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! At MRI, our company culture is more than a talking point – it’s what makes us shine!

We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• Join our employee‑led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional‑specific healthcare benefits for you and your family.
• Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work‑life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.

And more!

Now, take a glimpse into some of the fun we have here: MRI Software Instagram