Application Support Analyst

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Q2 is seeking an Application Support Analyst to handle inbound calls from external customers seeking technical support for the Q2 Solution. This is a technical support role that requires mid-sized application troubleshooting and support as well as a customer centric personality. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable.

RESPONSIBILITIES:

• Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, or other issues commonly encountered in systems operation in a networked environment
• Lead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platform
• Modify software as necessary including, but not limited to changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment.  
• Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
• Contribute, as needed, to team caseload management
• Build solutions to improve overall team efficiencies in the Q2 developer program
• Regularly receive escalated cases from management, and must prioritize accordingly
• Route tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status.
• Regularly document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources.
• Proactively seek out, research, and implement improvements to better serve customers
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Cultivate cross-department communication, collaboration, and synergy
• Share best practices with team members to enhance the quality and efficiency of customer support
• Obtain higher-level direction when needed from the Development team
• Enable the advancement of others on the team by providing technical guidance and feedback
• May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting.

EXPERIENCE AND KNOWLEDGE:

• Typically requires 2+ years of related support experience, including full-stack application support.
• Previous experience with enterprise/mid-sized software support or delivery experience required
• Server experience with Windows and/or Linux administration, including web servers such as IIS, NGINX, or others.
• Experience with Python programming preferred but not required
• Advanced database knowledge with MS SQL (current and supported versions)
• Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
• Ability to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints needed
• Experience with cloud or container-based infrastructure preferred
• Previous knowledge of the banking industry and practices preferred
• Expert level understanding of the Q2 architecture and process workflow preferred
• Must have excellent communication skills and have the ability to interact with C-level executives
• Strong organization skills needed and must pay close attention to detail
• Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work

• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This position requires fluent written and oral communication in English.

Health & Wellness

• Hybrid Work Opportunities

• Flexible Time Off 

• Career Development & Mentoring Programs 

• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents 

• Community Volunteering & Company Philanthropy Programs 

• Employee Peer Recognition Programs – “You Earned it”

Click here to find out more about the benefits we offer.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.