Support Analyst III

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 Softwares 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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!