Senior Technical Support Analyst (Application & Desktop)

As a Technical Analyst, you will provide advanced technical support across MRI’s cloud and on-premise applications, supporting both clients and frontline support teams. This role is suited to someone with a strong triage mindset who can quickly assess, prioritise, and investigate technical issues across environments. You will work across application, infrastructure, and system-level problems, acting as a key bridge between frontline support, engineering, and client environments. You are naturally curious, logical in your thinking, and motivated to find solutions, not just answers. What you’ll do Provide second line and escalation level support for complex technical issues across cloud and desktop applications Support frontline analysts by guiding investigation steps, validating findings, and accelerating resolution Perform structured triage and root cause analysis across application, infrastructure, and environment layers Troubleshoot issues across: Application behaviour and performance Windows environments (servers, permissions, services) Networking and connectivity (firewall, ports, access) File shares and system access issues Analyse logs, system activity, and performance metrics using relevant tooling Reproduce issues and provide clear diagnostics, impact summaries, and reproduction steps for escalation or engineering teams Collaborate with internal teams (Support, Engineering, Cloud Ops) to resolve defects and environment-related issues Contribute to knowledge base articles, troubleshooting guides, and playbooks Identify patterns and recurring issues to support ongoing product and process improvement What success looks like (outcomes) You consistently triage and diagnose issues quickly, identifying the right path to resolution Frontline teams rely on you for clear guidance and escalation support Issues handed to engineering are high quality, well-documented, and reproducible You reduce time to resolution by eliminating guesswork and improving investigation quality You demonstrate strong ownership, seeing issues through to resolution even across multiple teams You actively improve knowledge sharing and troubleshooting standards Must-have experience 2+ Years of proven experience in technical/application support (SaaS, desktop, or hybrid environments) Strong logical troubleshooting and analytical thinking Experience supporting Windows-based environments, including: Permissions and security File shares Application installation and configuration (including Windows Server exposure) Solid understanding of: Networking fundamentals (SMTP, DNS, ports, firewall rules, connectivity) System-level troubleshooting across multiple layers Hands-on experience with: SQL scripting / querying (basic to intermediate) Process monitoring tools (Procmon) Process Explorer Strong communication skills, with the ability to translate technical findings into clear guidance for both technical and non-technical audiences Highly regarded (non-essential) Experience with: Resource Monitor (Resmon) Performance Monitor (Perfmon) SQL Server Management Studio (SSMS) including SQL Profiler Wireshark and/or Fiddler Exposure to: Cloud-hosted environments Application performance tuning and diagnostics Security and firewall configuration at an advanced level Experience supporting integrated systems or multi-application environments Behavioural profile Strong triage mindset – able to prioritise, assess severity, and decide next steps quickly Naturally curious and investigative, with a desire to find root cause Logical and structured thinker, able to break down complex problems High level of ownership and accountability Comfortable working across ambiguity and collaborating with multiple stakeholders Passion for learning and continuous improvement Highly regarded Experience supporting business software in a customer-facing environment (SaaS or installed applications). Exposure to strata/property environments or trust-style accounting workflows (highly beneficial for Strata Master’s positioning). Shift coverage This role may require shift times to support customer needs (e.g., rostered start/finish times across agreed business hours – AEST and AWST). 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) 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! At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to 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: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram