Application Support Specialist – Banking Tech

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

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