Why Join Q2?
Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
The Job At-A-Glance:
Q2 is seeking a Software Engineer in Support to handle inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution. This is an senior support and development role that requires advanced application troubleshooting and support skills as well as a strong customer focus. The role also requires development skills to remediate defects and to build tools to improve team efficiencies. Qualified candidates must have experience with ticket-based application support, strong communication and organization skills, development experience with Python and SQL and must pay close attention to detail. Familiarity with full stack application troubleshooting is required.
Responsibilities (A Typical Day):
- 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, including using AI or building tools with AI to create a more efficient organization
- 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 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
Requirements
- Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
- Previous experience with enterprise/mid-sized software support or delivery experience required
- Must have a strong understanding of remote tools and networking
- Experience with source code management (GitLab), and build/deployment tools (Nomad/Jenkins)
- Experience with Python and .NET programming a plus
- Advanced database knowledge with MS SQL (current and supported versions) preferred
- Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment
- Ability to discuss technical concepts with non-technical customers, deal with tight timelines and demanding constraints needed
- Previous knowledge of the banking industry and practices preferred
- Expert level understanding of the Q2 architecture and process work flow needed
- Must have excellent communication skills and have the ability to interact with C-level executives
- Strong organization skills needed
- Strong attention to detail is required
- Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work
RESPONSIBILITIES:
- Design, implement, integrate, and test software solutions of moderate complexity comprised of Windows- and Linux-based front-end and back-end components that interact with end users and integrate with internal and external services
- Work individually and collaboratively to deliver solutions in live production systems
- Support, maintain, and resolve problems for custom features in live production systems, with occasional on-call availability
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
- Assist and mentor teammates to provide technical leadership and evangelize best practices
EXPERIENCE AND KNOWLEDGE:
- Occasional availability for on-call/emergency support
- Ability to work flexible hours when necessary for deadlines and off-hours installations
Must have prior experience of working with global teams spread across geographies.
Must have flexibility to work in IST evening hours to provide sufficient overlap with peer teams in US & support the US based customers sufficiently.
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.
Our Culture & Commitment:
We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.
Top Skills
What the Team is Saying
What We Do
Want to feel truly valued at work? Check out Q2! Our unique company culture and super-hero employees, are what sets us apart. We know how to get it done and still have fun! Q2 builds the leading mobile banking software platform serving Credit Unions, Banks (large and small), Community Banks and Financial Institutions. Our mission is to build stronger and diverse communities by strengthening their financial institutions. Q2 prioritizes innovation, collaboration and celebrating our employees who make our mission successful. Q2 is a national "Best Place to Work" Award winner 3 years running! Join our "Circle of Awesomeness"! #Q2Peeps
Why Work With Us
Nothing builds trusting, collaborative relationships like a fun atmosphere and a shared sense of purpose. Q2 is known for our collaborative, friendly and mission driven culture. We prioritize career development and employee recognition. We value our customer relationships and our global impact.
Gallery
Q2 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid work environment allows us to work, where we work best! Employees can choose when to work from home and when to work in-person. Q2 also has a few specific days a month, where functional groups are in office collaborating together.
