Software Support Analyst; Property Technology SaaS

Position: Software Support Analyst (Property Technology SaaS)
Location: Manila

Property Tree Support Analyst About Property Tree:

Property Tree is a cloud‑based property management software designed to help real estate agencies and property managers streamline their daily operations such as tenant communications, trust accounting, maintenance handling, rent collection, and reporting. It helps property managers reduce admin, stay efficient and maintain trust accounting and regulatory compliance across their business.

Role Purpose Provide high-quality, end-to-end support for Property Tree clients across accounting, workflows, and system behaviours. This role requires strong analytical capability, fast learning, and the ability to operate independently in a complex, compliance-driven environment.

This role is not suited to candidates who require structured, step-by-step training environments. Success in this role requires proactive learning, independent problem-solving, and the ability to operate effectively in complex and evolving systems & scenarios

Key Responsibilities Provide support across multiple channels: phone, email, and chat Troubleshoot issues across:

Trust Accounting Workflows Best  practice

Data integrity, reporting, and system behaviour

Manage and prioritise support tickets independently with strong attention to detail and accuracy

Take full ownership of support cases end-to-end, including investigation, clear client updates, and resolution

Identify root causes of issues and not just surface-level fixes

Collaborate effectively with internal teams and manage escalations when required

Skill Requirements An understanding of the Australian Real Estate industry, particularly the rental/property management sector (highly preferred)
Strong attention to detail and high level of accuracy in all work Demonstrated ownership of support cases with clear, well-documented updates

Strong troubleshooting skills with the ability to investigate and identify possible solutions

Ability to quickly learn and apply knowledge in a product and Industry that is constantly changing and updating

Ability to understand complex, compliance-driven processes (legally and financially governed)
Clear and professional communication skills with both technical and non-technical users

Strong prioritisation and decision making skills when managing multiple cases

Ability to manage multiple issues simultaneously in a high-volume environment

Strong critical and structured thinking skills

Good strategic questioning skills to gather key information

Essential Key Requirements Experience in software/application support (preferably L 2, 3 or higher)
Background in bookkeeping, accounting, or finance (essential for trust accounting)
Client facing experience with excellent written and verbal communication skills

Strong troubleshooting and problem solving capability with a focus on accuracy

Ability to learn quickly

Experience working in fast-paced, high-volume support environments

Ability to work aligned with varying AU business hours (NSW, NZ, WA, QLD) as required

Experience working across multiple systems and products simultaneously

Exposure to data analysis, reporting, and workflow troubleshooting

Desirable Requirements Experience working with system integrations or multi-system environments

Experience in Property Management or Real Estate software

Understanding of integrations & API’sExposure to reconciliation & trust accounting concepts

Strong customer service mindset with an orientation towards helping others (whether it be clients or team members)
Working Environment May include changes to rostered hours to support customers across different time zones

Collaborative support environment with cross functional interaction

High performance environment with strong accountability expectations

Supportive and respectful team culture

Transparent and honest communication environment

Benefits:

Career growth opportunities in a diverse and supportive environment

Competitive salary package

Prime office location (Ortigas – close to MRT, restaurants, banks)
Hybrid working arrangement (2 days WFH)
HMO coverage with 1 free dependent from day 1

Free 24/7 gym access (Ortigas & Makati)20 days annual leave (including 5 convertible to cash)
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