Application Support Analyst

Endurance IT Services; Richmond (VA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Endurance IT Services in Richmond, VA seeks an Application Support Analyst who will handle customer support tickets, triage issues, and serve as a bridge between customers and software developers. As you gain product expertise, you will transition into a Product Analyst role, collaborating with stakeholders to identify improvement opportunities and contribute to the product roadmap.

This is a direct-hire, hybrid position with three days in the office after training, offering growth into a key

Qualifications

• 2+ years of experience in Application Support, Business Analysis, Product Analysis, or a related role.
• Strong SQL skills 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 SDLC and Agile methodologies.
• Experience supporting SaaS/FinTech applications preferred.

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.

Skills

Verbal communication

Written communication

Customer service

Analytical skills

Prioritization / multitasking

Curiosity / growth mindset

Tools

Jira

Job description

Richmond, United States | Posted on 11/05/2026

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
  
• 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, CybersecuritySolutions, Network Infrastructure, and IT Consulting to helpbusinesses stay secure, connected, and productive. We also offer ITStaffing for Direct-Hire, Contract-to-Hire, and Contract roles, aswell as internal full-time positions.

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