Product Support Analyst

5 days ago

Salt Lake City, United States Medallion Bank Full time

Who we are:

At Medallion Bank we finance fun We are an industrial loan bank that specializes in providing consumer loans for the purchase of recreational vehicles, boats, home improvement, and offering loan origination services to fintech partners. We work directly with thousands of dealers, contractors and financial service providers serving their customers throughout the United States. Medallion Bank is a small company with a big impact. We recognize our employees as our greatest asset and have a culture to prove it

How You Will Support The Team:

The Product Support Analyst acts as the first point of engagement for requests related to supported software applications. Provides triage, analysis, and resolution of defects, enhancements, and configuration changes while managing associated third-party relationships, when applicable. Technical aptitude, excellent customer service mindset, and desire to continually learn are essential to success in this role.

What We Are Looking For:

  • Someone who can manage and facilitate Product Support ticket triage in Jira to appropriately classify, route, and assign tickets for all bugs and enhancement requests.
  • Act as point of contact to refine, track and communicate request details and statuses.
  • Configure, administer, and support assigned software applications, which may include the management of third-party relationships, to maximize application effectiveness and use.
  • Initiate and manage support requests for external systems and vendors.
  • Collaborate with product managers and others embedded in the business to execute on the approved and associated product roadmaps.
  • Provide design and solution input to support the successful creation of detailed user stories for enhancements and bug fixes.
  • Plan, execute and document testing of configuration changes, features, and enhancements. Provide structure and support for user acceptance testing (UAT), as needed.
  • Work across departments to help ensure successful product updates and feature releases, communicating effectively through status meetings, emails, release notes, and other user documentation.
  • Perform other duties as assigned.
You would be a GREAT fit with these skills:
  • Motivated by technical challenges, driven, and hard working with an ingrained desire to be a subject matter expert.
  • Must be able to handle multiple duties simultaneously and function well under pressure.
  • Excellent communication and interpersonal skills with proven ability to contribute to a highly collaborative team environment. Will interact with employees and management of the Bank, along with vendors and other outside professionals.
  • Detail-oriented, thorough, and possessing strong organizational and problem-solving skills.
  • Proven writing and editing skills, particularly technical writing skills, are important.
  • Experience with Atlassian products (Jira, Confluence) desired.
  • Experience with Microsoft SQL for data analysis a plus.
Preferred Level of Experience:
  • 1 - 3 years system/application administration experience, preferably in a bank environment.
  • A bachelor's degree is preferred.
  • Agile/Scrum project experience desired.
  • Previous exposure to project management, software development and APIs preferred.
What's in it for YOU?
  • Comprehensive benefits including medical, dental, vision, disability, and life insurance
  • 401K with a company match
  • PTO including 11 federal paid holidays off and sick time
  • Financial Wellness Program
  • Volunteer Opportunities
  • Awesome company culture and co-workers who love to work here - 30% of our employees have worked at Medallion Bank for 10 years.
  • Work Life Balance - We don't use that term lightly
  • Company Wide Open Door Policy
  • Hybrid Work Schedule for positions that qualify


Please note that if selected, you are required to pass a pre-employment background check and maintain a clear background.

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