Support Analyst II/III

About the role

We are seeking experienced Application Support Analysts to join our dynamic support team. In this role, you will be responsible for responding to and resolving queries from live users of our intermodal logistics software. You will triage tickets, answer "How do I?" questions, troubleshoot application issues, resolve cases, and escalate complex matters to 3rd‑line support when required. This position involves extensive communication with customers via email, portal, and telephone. You must be able to deliver professional, friendly, and effective support in a fast‑paced environment. Role and Responsibilities Handle application support cases, gather information, and log details accurately. Resolve client issues or route cases to 3rd‑line support/training teams as needed. Ensure all work is carried out in line with support standards and procedures. Participate in reviews to identify process improvements, spot trends, and enhance communication. Liaise with development teams to manage software changes and ensure correct functionality. 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!