wNy Consulting

Software Support Analyst, Product (MNP Labs)

Posted 7 Days Ago

Be an Early Applicant

Bengaluru South, Bengaluru Urban, Karnataka, IND

In-Office

Junior

Professional Services • Consulting

The Role

Provides Level 1 and Level 2 customer support for MNP Labs SaaS products through email, chat, and ServiceNow. Troubleshoots, reproduces, documents, and triages issues; escalates bugs to engineering or QA; creates customer knowledge content; assists with manual testing; and tracks issue metrics to improve support processes.

Summary Generated by Built In

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

Skills Required

2+ years of experience in a software or application support role, ideally supporting SaaS products
Strong troubleshooting skills, including reproducing and clearly documenting issues
Ability to write customer-facing knowledge base and help content
Excellent written communication and customer-first mindset
Ability to collaborate across time zones with a globally distributed team
Experience with ticketing systems
Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience
ServiceNow experience

View all jobs at wNy Consulting

View wNy Consulting Profile

Report Job

Am I A Good Fit?

beta

Get Personalized Job Insights.

Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company

9,700 Employees

Year Founded: 1958

What We Do

wNy Consulting, operating through the MNP Spark global capability center in Bangalore, supports MNP’s client-facing professional-services operations with high-quality talent in India. MNP provides accounting, consulting, tax, and digital services across Canada, delivering personalized solutions tailored to clients’ needs. The Bangalore center focuses on growth, efficiency, customer delight, innovation, and cross-regional service delivery, including U.S. corporate tax engagements. Founded in 1958, MNP has over 9,700 professionals and 154 offices across Canada.