Application Support Engineer

As passionate about our people as we are about our mission.
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?
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.
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.
RESPONSIBILITIES:

• 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

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor's Degree and up to 2+ years of relevant experience.
• Understanding of remote tools and basic networking required
• Previous enterprise/mid-sized software support or delivery experience preferred
• Excellent communication and organizational skills required
• Ability to quickly learn new technologies and programs
• Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner
• Knowledge of Banking practices is helpful
• Some troubleshooting experience preferred

This position requires fluent written and oral communication in English.
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.
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.