Job Description

As a Support Analyst – PMX, you will provide advanced application support for MRI’s Property Management X platform, supporting clients across property operations, lease management, financial accounting, and integrated third-party solutions.

This role is suited to someone who can operate with a high degree of independence, taking ownership of complex issues across both core PMX functionality and its broader ecosystem, including integrated platforms such asMyBuildings, Nexus, and other third-party solutions.

You will act as the bridge between client finance teams, property managers, and integrated systems, ensuring seamless operations across the full technology stack.

What you’ll do

• Provide end-to-end support across phone, portal, and chat channels within SLA targets

• Independently troubleshoot issues across:

• Lease management and tenant workflows

• Financial modules (GL, AP, AR, cash management, reconciliations)

• System configuration, reporting, and data integrity

• Support and resolve issues related to third-party integrations (e.g.MyBuildings, Nexus), including:

• Data synchronisation issues and failures

• Interface errors and mismatched transactions

• Cross-system validation and reconciliation

• Use SQL queries to investigate data issues, validate outcomes, and identify root causes

• Manage tickets independently, prioritising effectively with minimal supervision

• Communicate clearly and proactively with clients, owning issues through to resolution

• Collaborate with Product, Engineering, and Integration teams as needed

• Identify recurring issues and contribute to continuous improvement initiatives and knowledge base content

What success looks like (outcomes)

• You own cases end-to-end with minimal supervision and maintain strong case hygiene in CRM (clear notes, steps taken, outcomes).

• You resolvethe majority ofissues independently and escalate only when needed, with complete context to accelerate resolution.

• Customers receive clear guidance and timely updates through professional phone/email communication.

• Demonstrate strong troubleshooting across financial, lease, and data issues

• Use SQL effectively to support investigation and validation

• Successfully diagnose issues that span multiple systems (PMX + third-party platforms)

• Build strong client trust through ownership, communication, and resolution outcomes

• Minimise reliance on escalation for standard and moderately complex issues

Must-have experience

• 1+ years’ experienceAccounting / Finance background (degree or equivalent practical experience)

• Proven experience in application/software support (ERP, property systems, or SaaS platforms)

• Strong understanding of:

• General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR)

• Financial reporting, reconciliations, and month-end processes

• Ability to write and execute basic SQL queries for data analysis and troubleshooting

• Experience investigating data, system, and workflow issues

• Exposure to integrated systems or software interfaces

• Experience using ticketing tools (e.g. Jira Service Management, ServiceNow)

• Strong communication skills with the ability to engage both technical and non-technical stakeholders

Highly regarded

• Experience supportingproperty managementsoftware in a customer-facing environment (SaaS or installed applications).

• Exposure toMyBuildings, Nexus, or similarPropTechintegrations

• Understanding of system integrations, APIs, or middleware concepts

• Experience supporting cloud/SaaS environments

• Basic experience with data analysis, reporting, or troubleshooting integrations

• Exposure to real estate or property management clients and workflows

Shift coverage

• This role may require shift timesto support customer needs (e.g., rostered start/finish times across agreed business hours– AEST and AWST).

About the business:

MRI Software is a globalProptechleader delivering innovative applications and hosted solutions that free real estate companies to elevate their business.  

Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modelling and analytics for the global commercial and residential markets. With over five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3500 team members to support our clients and their unique needs! 

MRI is proud to be an Equal Employment Opportunity employer. 

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!