PMX Software Support Analyst (SQL)

As a Support Analyst – PMX, you will provide advanced application support for MRI's Property Management X platform, supporting clients across property operations, lease management, financial accounting, and integrated third-party solutions. This role is suited to someone who can operate with a high degree of independence, taking ownership of complex issues across both core PMX functionality and its broader ecosystem, including integrated platforms such as MyBuildings, Nexus, and other third-party solutions. You will act as the bridge between client finance teams, property managers, and integrated systems, ensuring seamless operations across the full technology stack. What you'll do Provide end-to-end support across phone, portal, and chat channels within SLA targets Independently troubleshoot issues across: Lease management and tenant workflows Financial modules (GL, AP, AR, cash management, reconciliations) System configuration, reporting, and data integrity Support and resolve issues related to third-party integrations (e.g. MyBuildings, Nexus), including: Data synchronisation issues and failures Interface errors and mismatched transactions Cross-system validation and reconciliation Use SQL queries to investigate data issues, validate outcomes, and identify root causes Manage tickets independently, prioritising effectively with minimal supervision Communicate clearly and proactively with clients, owning issues through to resolution Collaborate with Product, Engineering, and Integration teams as needed Identify recurring issues and contribute to continuous improvement initiatives and knowledge base content What success looks like (outcomes) You own cases end-to-end with minimal supervision and maintain strong case hygiene in CRM (clear notes, steps taken, outcomes). You resolve the majority of issues independently and escalate only when needed, with complete context to accelerate resolution. Customers receive clear guidance and timely updates through professional phone/email communication. Demonstrate strong troubleshooting across financial, lease, and data issues Use SQL effectively to support investigation and validation Successfully diagnose issues that span multiple systems (PMX + third-party platforms) Build strong client trust through ownership, communication, and resolution outcomes Minimise reliance on escalation for standard and moderately complex issues Must-have experience 1+ years' experience Accounting / Finance background (degree or equivalent practical experience) Proven experience in application/software support (ERP, property systems, or SaaS platforms) Strong understanding of: General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR) Financial reporting, reconciliations, and month-end processes Ability to write and execute basic SQL queries for data analysis and troubleshooting Experience investigating data, system, and workflow issues Exposure to integrated systems or software interfaces Experience using ticketing tools (e.g. Jira Service Management, ServiceNow) Strong communication skills with the ability to engage both technical and non-technical stakeholders Highly regarded Experience supporting property management software in a customer-facing environment (SaaS or installed applications). Exposure to MyBuildings, Nexus, or similar PropTech integrations Understanding of system integrations, APIs, or middleware concepts Experience supporting cloud/SaaS environments Basic experience with data analysis, reporting, or troubleshooting integrations Exposure to real estate or property management clients and workflows Shift coverage This role may require shift times to support customer needs (e.g., rostered start/finish times across agreed business hours – AEST and AWST). About the business: MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modelling and analytics for the global commercial and residential markets. With over five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3500 team members to support our clients and their unique needs! MRI is proud to be an Equal Employment Opportunity employer. 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. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you! 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