Application Support Specialist

As passionate about our people as we are about our mission.

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 looking for an Application Support Specialist to support complex issues, troubleshoot problems within various internal and external customers, and configure and maintain software platforms within production environments. The Application Support Specialist will also engage in the massaging of data through various scripting techniques, insert data into MS SQL database via TSQL, move data from customers to 3rd party vendors, process improvement, customer service and more. As a member of the team, the Specialist will enhance the value of the Q2 solution by repairing, maintaining, and improving the efficiency of custom software component installations and configurations within a 24/7 production environment.

A Typical Day:* 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, requiring extreme care and attention to detail

• Regularly troubleshoot complex client application, integration and environment issues escalated from Tier 1 support
  
• Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment
  
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines
  
• Provide great customer support through direct customer contact, including by phone, email, and case documentation
  
• Manage an individual open case queue, while monitoring the team escalation queue and regularly receive escalated cases from management, and prioritize accordingly
  
• Document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelines
  
• Establish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development)
  
• Follow internal change control process to implement any required product modifications
  
• Participate in different shifts and rotating 24x7 �on call†support coverage for escalated issues
  
• Provide technical support training and guidance to customers and other team members
  
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
  

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:* Bachelors degree in Computer Science or equivalent work experience required

• Minimum of 2 years of experience providing phone-based technical support, preferably within a financial services or banking environment.
  
• Proven ability to assist customers professionally and empathetically, with a strong focus on service excellence.
  
• Strong communication and organizational skills, with the ability to convey technical information clearly to both technical and non-technical users.
  
• Familiarity with remote support tools and a solid understanding of basic networking principles.
  
• Working knowledge of SQL or similar query/troubleshooting languages is required
  
• Experience supporting or implementing enterprise level financial software systems is a strong plus.
  
• Demonstrated ability to quickly learn and apply new technologies and tools relevant to the financial industry.
  
• Understanding of banking operations, terminology, and best practices is beneficial.
  
• Prior troubleshooting experience in a regulated or customer-focused environment is preferred
  

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 itâ€
  

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.