Software Support Analyst, Product (MNP Labs)

• 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

• ·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