Application Support Analyst

Q2 India; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health & Wellness

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring

Volunteer Programs

Employee Recognition

Job summary

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers for our Q2 solution. This role requires responding to inbound customer calls, resolving issues, and documenting cases with accuracy.

2–4 years in phone-based software support and familiarity with Windows OS/Server, SQL, and enterprise environments are preferred. The successful candidate will have strong communication skills, be highly organized, and able to work in a customer-first

Qualifications

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

Responsibilities

• Respond to inbound technical support calls for the Q2 Solution.
• Troubleshoot and resolve customer issues using documented tools and procedures.
• Log all customer interactions with complete problem descriptions.
• Establish case priority and update customers throughout resolution.
• Provide clear step-by-step guidance for product usage.
• Manage a high volume of cases with quality and professionalism.
• Own and manage an open case queue; prioritize escalations.
• 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 attention to detail.
• Test emergency product fixes or updates from Product Development.
• Follow change control procedures for product modifications.
• Participate in rotating 24x7 on-call support coverage.
• Communicate customer concerns and trends to Operations Management.
• Develop strong relationships with customers and promote high service standards.

Skills

Customer service

Communication

Organization

Problem solving

On-call support

Education

Bachelor’s degree in a relevant field

Equivalent work experience

Tools

Windows OS

Windows Server

SQL

Remote support tools

Networking basics

Job description

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 for our 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‑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 modificationsEnsure 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
• Experience in fraud related support strongly 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

Benefits

• 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.

Mission

Q2’s mission is to build strong and diverse communities by strengthening their financial institutions. That mission shapes the technology we build, how we serve our customers, and how we show up for each other.

Vision

We started with a straightforward belief: technology could fundamentally change how financial institutions serve their communities. More than 20 years later, that belief still drives us.

Q2 delivers digital banking and lending solutions that help financial institutions deepen relationships, improve experiences, and grow. Across every department and region, Q2 team members bring creativity, collaboration, and purpose to building technology that makes banking stronger, easier, and more human.

Culture & Values

Q2’s culture is built by Q2ers and grounded in ten guiding principles that define how we show up for each other, our customers, and our communities. We take our mission seriously. We also have fun doing it. Teams across the company work together to solve hard problems, move quickly, and make a real impact on the financial institutions and communities we serve. We’re also helping shape how AI is applied in financial services, bringing the same disciplined, banking-first approach Q2 has practiced for more than 20 years to this next chapter of innovation.