Support Analyst

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 inbound channels (phone, portal, email, chat) in line with SLA targets Troubleshoot issues across: Core application workflows and configuration Integrated systems and third party platforms Data integrity, reporting, and system behaviour Manage and prioritise support tickets independently with strong attention to detail Communicate clearly with clients, providing timely updates and resolution ownership Collaborate with leadership, peers, and other internal Product 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 (phone, portal, email, chat) Client-facing experience with strong written and verbal communication skills including the ability to engage professionally with stakeholders at all levels Demonstrated troubleshooting and problem-solving capability Experience working with ticketing systems (e.g. Salesforce, Zendesk, Freshdesk) Exposure to system integrations, interfaces, or multi-system environments Desirable Experience supporting property management, financial, or industry-specific software Understanding of integrations, APIs, or middleware concepts Experience in cloud/SaaS environments Exposure to data analysis, reporting, or workflow troubleshooting Basic SQL or data analysis experience for investigation purposes Working Environment May include rostered hours to support customers across different time zones Collaborative, fast-paced support environment with cross-functional interaction Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits 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