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 as MyBuildings, 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 resolve the majority of issues 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’ experience Accounting / 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 supporting property management software in a customer-facing environment (SaaS or installed applications).

• Exposure to MyBuildings, Nexus, or similar PropTech integrations

• 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 times to support customer needs (e.g., rostered start/finish times across agreed business hours – AEST and AWST).

About the business:

MRI Software is a global Proptech leader 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!