Software Support Analyst, Product (MNP Labs) (Bengaluru)

Software Support Analyst, Product (MNP Labs) (Bengaluru) Company: Important Group Job Location: Bengaluru, Karnataka, India Employment Type: Full-time Experience Required: 2+ years Inspirational, creative 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 Canadas 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 .