Client Application Support Analyst (NA Hours)

Job description

MRI Software is seeking an Application Support Analyst to join our team in Cape Town. This role is ideal for someone who can independently analyse complex issues and deliver data-driven solutions to clients. As a member of the team, you will take ownership of complex, database-driven support cases, acting as a key escalation point. You will be responsible for diagnosing issues at source, and ensuring long-term, scalable resolutions. The role is adhering to NA hours/public holidays. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office. Key Responsibilities Analyse complex data-related problems using custom-built SQL statements and queries Act as a technical escalation point for advanced database and application issues Perform detailed root cause analysis, identifying issues within database structures, queries, or data integrity Review and improve existing queries to enhance performance, accuracy, and efficiency Work directly with clients to gather requirements and translate them into solutions Ensure delivery against SLAs and KPIs, maintaining high levels of client satisfaction Contribute to documentation, including troubleshooting steps, and best practices Participate in UAT, validating data fixes and database-related changes Required Experience & Skills 2-4+ years’ experience in application or technical support within enterprise software Experience with SQL Strong understanding of relational database design and data structures Ability to work with large datasets and extract meaningful insights Strong problem-solving skills with a logical, structured approach Ability to clearly communicate technical solutions to non-technical stakeholders Fluent in English Basic Accounting Terminology (Advantageous) We’re obsessed with 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: We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group Have confidence in your health with our offered Medical Aid Scheme. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! Further your professional development with our Tuition Reimbursement Schemes Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 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!