Support Analyst

We're looking for an experienced Client Support Analyst to join our Evolution Support team. This role is key to delivering high-level technical support to clients using our IWMS (Integrated Workplace Management System) software. You’ll be part of a global team, working hands-on to resolve complex issues and ensure our clients receive consistent, high-quality support. The right candidate will bring strong SQL skills , familiarity with API integrations , and a solid background in technical troubleshooting within a client-facing environment . Key Responsibilities: Own and manage support cases through to resolution, ensuring timely and professional communication throughout the lifecycle. Provide expert-level support on IWMS software modules, features, and deployment environments. Troubleshoot complex issues using SQL and support API integrations where applicable. Escalate unresolved or critical issues in line with internal processes and client SLAs. Maintain accurate records of all case activity, resolutions, and client communication in the CRM system. Contribute to the wider support team by sharing knowledge, mentoring junior staff, and promoting best practices. Adhere to ISO processes and GDPR guidelines in all activities. Collaborate closely with internal teams across development, QA, and implementation to resolve client issues effectively. What We're Looking For: Minimum 6 months of experience in a software support or SaaS environment . Strong Microsoft SQL knowledge (writing queries, troubleshooting database-related issues). Exposure to or experience with API integrations (REST/SOAP). Excellent communication and relationship management skills. Proven ability to analyse, troubleshoot, and resolve technical issues independently. Confident working in a fast-paced, client-facing role. A proactive mindset and eagerness to grow within a collaborative environment. Desirable: Background or understanding of Facilities Management software or operations. Previous experience with cloud-based platforms and systems. Workflow configuration or scripting knowledge is a plus. Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus additional benefits 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!