User Support Specialist

Calculated Hire; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Calculated Hire is seeking a hands-on Product Owner / User Support professional in a fast-paced financial services environment. The role focuses on learning systems, providing user support, and triaging issues with escalation as needed.

Over time, responsibilities expand to product ownership tasks including testing, Jira, and backlog management. The candidate should thrive working with users, prioritizing competing requests, and learning complex processes, while embracing Agile practices and

Qualifications

• Experience in user support, application support, or product ownership.
• Strong troubleshooting and problem-solving skills.
• Comfortable working directly with users and managing support requests.
• Ability to prioritize a high volume of issues and determine next steps.
• Excellent communication with business and technical teams.
• Ability to learn complex systems and processes.

Responsibilities

• Provide hands-on user support and serve as a primary resource for questions and system issues.
• Troubleshoot complex user issues by understanding system functionality and workflows.
• Manage and prioritize incoming support tickets based on urgency and impact.
• Take ownership from intake through resolution or escalation.
• Collaborate with technical and business teams to validate solutions and support resolution.
• Participate in testing to validate system functionality and enhancements.
• Assist with backlog refinement, sprint planning, and agile ceremonies as a Product Owner.
• Translate business needs into requirements, user stories, and acceptance criteria.

Skills

User support

Troubleshooting

Agile

Product Owner

Backlog management

Jira

Communication

Stakeholders

Tools

Jira

Job description

We are seeking a hands-on Product Owner / User Support professional to support users in a fast-paced financial services environment. The immediate priority for this role is learning how the systems function, providing hands-on user support, troubleshooting complex issues, and managing a high volume of incoming support requests.

This position will serve as a key support resource, helping prioritize issues, investigate problems, coordinate resolutions, and identify opportunities to improve the overall user experience. As the individual becomes more familiar with the systems and processes, the role will expand into additional Product Owner responsibilities including testing, Jira, Agile ceremonies, backlog management, and requirements.

The ideal candidate is comfortable working directly with users, troubleshooting problems, managing competing priorities, and learning complex systems. They should also have an understanding of Agile/Product Owner practices and be comfortable supporting work outside of traditional production support.

Key Responsibilities:

User Support & Troubleshooting

• Provide hands-on support to users and serve as a primary resource for questions and system issues.
• Troubleshoot complex user issues by understanding system functionality, workflows, and potential points of failure.
• Manage and prioritize incoming support tickets based on urgency, business impact, and user needs.
• Take ownership of issues from initial intake through resolution or appropriate escalation.
• Handle issues that fall outside of standard support processes and determine the appropriate path forward.
• Develop a strong understanding of the systems and processes to provide effective and timely user support.
• Manage a high volume of requests while maintaining organization, responsiveness, and attention to detail.
• Participate in testing to validate system functionality, enhancements, and fixes.
• Investigate reported issues and help determine whether they are system defects, process issues, or user-related questions.
• Work with technical and business teams to communicate issues, validate solutions, and support resolution.
• Help identify recurring issues and opportunities for process or system improvements.

Product Owner / Agile Responsibilities:

• Support Product Owner activities as knowledge of the systems and business processes develops.
• Translate business and user needs into requirements, user stories, and acceptance criteria.
• Participate in backlog refinement, sprint planning, reviews, and other Agile ceremonies.
• Support prioritization of enhancements, defects, and other work based on business impact and user needs.
• Collaborate with developers, QA, business stakeholders, and other team members throughout the delivery process.
• Use Jira and related Agile tools to track work, issues, requirements, and priorities.
• Contribute to future-state process improvements and product enhancements.

Required Qualifications:

• Experience in user support, application support, business analysis, product ownership, or a related role.
• Strong troubleshooting and problem-solving skills.
• Comfortable working directly with users and managing support requests or tickets.
• Ability to prioritize a high volume of issues and determine appropriate next steps.
• Strong communication skills and ability to work with both business and technical teams.
• Ability to learn complex systems, workflows, and business processes.
• Experience working in a financial services or enterprise technology environment preferred.
• Understanding of Agile/Scrum methodologies.
• Experience with testing, requirements, user stories, or defect management preferred.

Preferred Skills:

• Product Owner or Business Analyst experience.
• UAT or application testing experience.
• Experience supporting enterprise applications or financial services systems.
• Experience working with development and QA teams.
• Experience managing or prioritizing support tickets.
• Strong analytical and organizational skills.

What Success Looks Like:

The first priority is becoming knowledgeable about the systems and providing dependable hands-on support to users. The successful candidate will be able to manage incoming issues, troubleshoot complex problems, prioritize competing requests, and communicate effectively with users and internal teams.

As they become established in the role, they will take on additional responsibilities around testing, Jira, Agile delivery, backlog management, requirements, and Product Owner activities.