Support Analyst

Role Overview

We are looking for a skilled and detail-oriented Support Analyst to join our ProLease Enterprise team. This role is responsible for providing advanced application support, owning escalations, and resolving complex system issues to ensure the stability and performance of the platform. You will work closely with clients, internal stakeholders, and product/development teams, acting as a key escalation point and playing a critical role in maintaining high service standards.

Key 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 behaviour 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 internal/external stakeholders

Required Skills & Experience

• 4–6 years’ experience in application or software support, including 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

• Strong analytical and problem-solving skills, with attention to detail

• Experience working with enterprise or SaaS platforms

• Excellent communication skills, with the ability to support technical and non-technical users

• Experience using ticketing systems and structured support processes

We’re obsessed with 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:

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Have confidence in your health with our offered Medical Aid Scheme.

• Invest in our competitive Personal Pension plan and help set you up for your future.

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

• Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

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!