Support Analyst

Role Overview

We are looking for a skilled and detail‑oriented Support Analyst to join our Pro Lease 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.

• Provide advanced support for MRI Pro Lease 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

• 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

• Office breakfasts, quarterly lunches and virtual social events; employee‑led groups such as our DEI committee, employee resource groups including Women and Allies, and our Pride Event Group
• Medical Aid Scheme
• Personal Pension plan
• Parental Leave benefit to support you and your family
• 25 days of annual leave plus public holidays, plus 16 hours of Flex Time Off to use as desired
• Tuition Reimbursement Schemes
• Flexibility to work from anywhere in the world for two weeks a year

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!