Application Support Analyst

Q2; Austin (TX); Híbrido; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring Program

Health & Wellness Benefits

Community Volunteering & Philanthropy

Employee Peer Recognition Programs

Descripción de la vacante

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail.

The ideal candidate has 2-4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset.

Formación

• 2–4 years of technical phone support experience or an advanced degree with relevant exposure.
• Experience supporting enterprise or mid-sized software applications.
• Familiarity with Windows OS and Windows Server troubleshooting.
• Basic understanding of SQL and ability to navigate relational databases.
• Knowledge of remote support tools and basic networking principles.
• Strong verbal and written communication skills.
• Highly organized with excellent attention to detail.
• Ability to learn and adapt to new technologies quickly.
• Customer service experience preferred; must provide respectful, solution-oriented assistance.
• Troubleshooting experience and banking domain knowledge are advantageous.

Responsabilidades

• Respond to inbound technical support calls for the Q2 Solution.
• Troubleshoot and resolve customer issues using documented tools and procedures.
• Log all customer interactions accurately and categorize cases.
• Establish case priority and update customers throughout resolution.
• Provide clear step-by-step guidance for product usage.
• Handle a high volume of cases while maintaining quality and professionalism.
• Own and manage an open case queue and prioritize escalated issues.
• Escalate unresolved issues to internal teams per guidelines.
• Collaborate with development, implementation, and QA teams to resolve complex cases.
• Make data or configuration changes in production with care.
• Test emergency product fixes or updates from Product Development.
• Follow change control procedures for product modifications.
• Ensure activities comply with security, confidentiality, and availability policies.
• Participate in rotating 24x7 on-call support coverage.
• Communicate key customer concerns and trends to Operations Management.
• Develop strong relationships with customers and promote high service standards.

Conocimientos

Phone support

Customer service

Windows OS

SQL basics

Remote tools

Communication

Organization

Adaptability

Banking knowledge

Educación

Bachelor's degree or equivalent

Herramientas

Relational databases

Networking basics

Descripción del empleo

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 through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together. From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact.

SUMMARY

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail. The ideal candidate has 2-4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset. Familiarity with Windows OS/Server troubleshooting, SQL, and enterprise application environments is preferred.

RESPONSIBILITIES

• Respond to inbound technical support calls for the Q2 Solution
• Troubleshoot and resolve customer issues using documented tools and procedures
• Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions
• Establish case priority and update customers throughout the resolution process
• Provide clear, step-by-step guidance and "how-to" assistance for product usage
• Handle a high volume of cases efficiently while maintaining quality and professionalism
• Own and manage an open case queue; prioritize escalated issues appropriately
• Escalate unresolved issues to appropriate internal teams per established guidelines
• Collaborate with development, implementation, and QA teams to resolve complex cases
• Make data or configuration changes in production environments with high attention to detail
• Test emergency product fixes or updates from the Product Development team when needed
• Follow internal change control procedures for implementing product modifications
• Ensure all activities comply with company policies regarding security, confidentiality, and availability
• Participate in rotating 24x7 on-call support coverage
• Communicate key customer concerns and trends to Operations Management
• Develop strong relationships with customers, promoting a high standard of service and professionalism

EXPERIENCE AND KNOWLEDGE

• Bachelor's degree in a relevant field or equivalent work experience
• 2–4 years of technical phone support experience or an advanced degree with relevant exposure
• Experience supporting enterprise or mid-sized software applications preferred
• Familiarity with Windows OS and Windows Server troubleshooting
• Basic understanding of SQL and ability to navigate relational databases
• Knowledge of remote support tools and basic networking principles
• Strong verbal and written communication skills
• Highly organized with excellent attention to detail
• Ability to learn and adapt to new technologies quickly
• Customer service experience preferred; must provide respectful, solution-oriented assistance
• Troubleshooting experience and banking domain knowledge are advantageous

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'

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. 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.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements