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.

Key Responsibilities 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

Required Skills & Experience4–6 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 UsFrom 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 Prop Tech 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…