Application Support Analyst

We are seeking a highly motivated Application Support Analyst / Product Analyst to join our growing FinTech team. This role is ideal for someone who enjoys solving customer problems, working closely with software developers, and has a passion for improving financial technology products.

Initially, this person will serve as the primary point of contact for incoming customer support requests, software issues, and bug tracking. As they gain product expertise, they will transition into a Product Analyst role, collaborating with developers, stakeholders, and clients to identify opportunities for product enhancements, automation, and new feature development.

• Employment Type: Direct Hire

• Location: Richmond, VA

• Work Arrangement: Hybrid - 3 days in office after training period

Key Responsibilities

• Monitor, triage, and resolve customer support tickets and application issues.

• Document, reproduce, and prioritize software defects for development teams.

• Serve as a liaison between customers, end users, and technical teams.

• Analyze support trends to proactively identify product improvements.

• Collaborate with software developers on feature requirements, testing, and releases.

• Participate in product roadmap discussions and solution design.

• Create user stories, documentation, and training materials.

• Leverage AI tools and data analysis to improve customer experience and operational efficiency.

Qualifications

• 2+ years of experience in Application Support, Business Analysis, Product Analysis, or a related role.

• Strong SQL skills with the ability to query and analyze data.

• Experience with Jira or similar ticketing and project management platforms.

• Familiarity with AI tools and emerging AI technologies in business applications.

• Understanding of software development lifecycle (SDLC) and Agile methodologies.

• Experience supporting SaaS, financial, banking, payments, or FinTech applications preferred.

Desired Skills

• Exceptional verbal and written communication skills.

• Strong customer service mindset and ability to build trust with non-technical users.

• Analytical problem solver who can translate business needs into technical requirements.

• Comfortable managing multiple priorities in a fast-paced environment.

• Curious, proactive, and eager to grow into a Product Management career path.

Why Join Us?

This is a unique opportunity to start in a customer-facing support role while developing into a key member of our Product team. You'll have direct influence on product direction, work closely with developers and leadership, and help shape innovative financial technology solutions used by customers every day.

About Us

*Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, Network Infrastructure, and IT Consulting to help businesses stay secure, connected, and productive. We also offer IT Staffing for Direct-Hire, Contract-to-Hire, and Contract roles, as well as internal full-time positions. *

Some opportunities may not be exclusive and may evolve as we work with clients—but our mission remains consistent: helping candidates find the right job that aligns with their skills and career goals.