Software Support Analyst, Product (MNP Labs)
wNy Consulting Bengaluru, Karnataka, India
Business Consulting and Services · 1 employee
About the role
Provide Level 1 and Level 2 technical support for MNP Labs products via multiple communication channels. Manage knowledge base content, document bugs, and collaborate with engineering teams to resolve customer issues.
What they look for
Requirements
Requires 2+ years of experience in a software or application support role, preferably with SaaS products. Candidates should possess strong troubleshooting skills, excellent written communication, and a bachelor's degree in a related field.
Full description
Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.
National in scope and local in focus, MNP is one of Canada’s largest professional service firms providing client-focused accounting, consulting, tax, and digital services to clients. Founded in 1958, MNP today is a CAD 2 billion+ organization with 10,000+ employees and 150+ offices across Canada. MNP prides itself on being an ‘advisor’ to its clients (individuals, businesses, and organizations), focusing on their success by delivering personalized strategies and solutions that help clients reach their full potential — wherever business takes them.
MNP set up MNP Spark, its Global Capability Centre (GCC), in Bengaluru in May 2025 with a focus on enabling the Firm drive growth, efficiency, customer delight, and innovation, by leveraging high quality talent in India. MNP Spark is like any other MNP region/office — front facing, client focused but working with all MNP regions in Canada to deliver services.
Make an impact as a Software Support Analyst as part of the MNP Labs team. Here you will design, build, and maintain modern web applications end to end, working fluidly across front-end and back-end. Scope and ownership grow with experience. If you enjoy solving real user problems with clean, scalable code, you'll fit right in.
Responsibilities:
· Provide Level 1 and Level 2 support to customers via email, chat, and ServiceNow ticketing
· Answer customer questions and resolve issues promptly and professionally across all MNP Labs products
· Create and maintain knowledge base and help articles for customers to enable self-service
· Identify, triage, and clearly document bugs and issues
· Reproduce reported bugs to verify issues and speed resolution
· Escalate to the engineering team or the QA Lead as appropriate, depending on the nature of the issue
· Support the product team internally, including assisting with manual testing when needed
· Keep an accurate record of issue types, products affected, and high level resolutions to support operational metrics and process improvements
Requirements
Skills
· Strong troubleshooting skills with the ability to reproduce and clearly document issues.
· Comfortable writing customer-facing knowledge base and help content
· Excellent written communication and a customer-first mindset
· Comfortable collaborating across time zones with a globally-distributed team
Educational Qualifications
· Bachelor's degree in Computer Science, Engineering, or a related field is preferred. Equivalent practical experience will also be considered
Certifications
· N/A
Experience
· 2+ years in a software / application support role, ideally supporting SaaS products.
· Experience with ticketing systems; ServiceNow experience is an asset
