Support Analyst

Responsibilities

• Provide advanced support for MRI ProLease Enterprise, resolving complex application and system issues
• Perform root cause analysis (RCA) and drive permanent resolution of recurring issues
• Investigate system behavior using data analysis, logs, and reporting outputs
• Support users with lease accounting, financial reporting, and system functionality
• Collaborate with development and product teams to troubleshoot defects and implement fixes
• Monitor system performance and proactively identify improvement opportunities
• Maintain accurate documentation of incidents, resolutions, and processes
• Assist with system upgrades, releases, and user acceptance testing (UAT)
• Ensure timely communication and high levels of customer service to stakeholders

Requirements

• 4–6 years of experience in application or software support
• Exposure to Level 2/3 support environments
• Proven ability to troubleshoot and resolve complex system issues independently
• Experience managing production incidents, escalations, and defect resolution
• Experience working with enterprise or SaaS platforms
• Strong analytical and problem-solving skills
• Proficiency using ticketing systems and structured support processes
• Excellent communication skills for both technical and non-technical users

Benefits

• Medical Aid Scheme and competitive Personal Pension plan
• 25 days of annual leave plus public holidays and 16 hours of "Flex Time Off"
• Parental Leave benefits to support growing families
• Tuition Reimbursement Schemes for professional development
• Flexibility to work from anywhere in the world for two weeks out of the year
• Employee-led resource groups and social events

About the Company

MRI Software builds flexible, game-changing real estate software that powers thriving communities. We take a people-first approach to PropTech, creating a connected community where employees are empowered to reach their full potential and strive to amaze our clients every day.