Product Analyst

Endurance IT Services • Richmond, VA

4d • $60,000 - $70,000 • Hybrid

About The Position

Endurance IT Services is seeking a highly motivated Application Support Analyst / Product Analyst to join its growing FinTech team. The role begins as the primary point of contact for customer support requests, software issues, and bug tracking. As the employee develops product expertise, the role transitions toward product analysis, working with developers, stakeholders, and clients to identify product enhancements, automation opportunities, and new features.

The position offers an opportunity to influence product direction, collaborate closely with developers and leadership, and help shape financial technology solutions used by customers. The role is based in Richmond, Virginia, with a hybrid arrangement requiring three days in the office after the training period.

Requirements

• At least 2 years of experience in Application Support, Business Analysis, Product Analysis, or a related role.
• Strong SQL skills, including 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.
• Exceptional verbal and written communication skills.
• Strong customer service mindset and ability to build trust with non-technical users.
• Analytical problem-solving skills and ability to translate business needs into technical requirements.
• Ability to manage multiple priorities in a fast-paced environment.
• Curiosity, initiative, and eagerness to grow into a Product Management career path.

Nice To Haves

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed