Associate Application Support Analyst

Q2; Lincoln (NE); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work opportunities

Flexible time off

Health insurance

Career development & mentoring

Job summary

Q2 is seeking an Associate Application Support Analyst to provide technical support to external customers using Q2's Risk & Fraud Management Software Solutions. This role emphasizes strong communication, a customer-first mindset, and a background in application support.

Responsibilities include phone-based troubleshooting, case documentation, and issue resolution across mid-sized applications with emphasis on Windows OS and SQL.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• Strong SQL skills and ability to troubleshoot software issues.
• Excellent verbal and written communication with customers.

Responsibilities

• Provide first-line telephone technical support for Q2's Risk & Fraud Management Software Solutions.
• Troubleshoot and resolve basic customer problems in a timely manner.
• Record, categorize, and document all customer interactions in a case tracking system.
• Escalate unresolved issues to appropriate teams per guidelines.
• Follow change control procedures for product modifications.

Skills

SQL

Customer service

Communication

Troubleshooting

Windows OS

Education

Bachelor's degree or equivalent

Tools

Case management system

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 Associate Application Support Analyst to provide technical support to external customers using Q2's Risk & Fraud Management Software Solutions. This role is ideal for someone with strong communication skills, a customer-first attitude, and a background in application support. The position involves phone-based troubleshooting, case documentation, and issue resolution across mid-sized applications. Familiarity with Windows OS/Server and SQL is preferred.

RESPONSIBILITIES

• Provide first-line telephone technical support for Q2's Risk & Fraud Management Software Solutions
• Troubleshoot and resolve basic customer problems in a timely manner
• Accurately record, categorize, and document all customer interactions using a case tracking system
• Establish case priorities and provide regular updates on open issues
• De-escalate customer concerns and manage expectations
• Use available tools, procedures, and documentation to resolve technical problems
• Provide step-by-step guidance and "how-to" assistance to customers
• Manage individual open case queue and handle new assignments daily
• Escalate unresolved issues to appropriate teams per guidelines
• Perform data or configuration changes in production environments with high attention to detail
• Test emergency product fixes from the development team when required
• Follow internal change control procedures for product modifications
• Ensure compliance with security, availability, confidentiality, and privacy policies
• Collaborate with internal teams (implementation, development, etc.)
• Communicate key customer issues to Operations Management as needed

EXPERIENCE AND KNOWLEDGE

• Bachelor's degree in a relevant field or equivalent experience (0-2 years); advanced degree holders may apply with no experience
• Intermediate SQL skills preferred
• Understanding of remote support tools and basic networking concepts
• Previous experience in software support or delivery (enterprise/mid-sized preferred)
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Ability to quickly learn new software and technologies
• Customer service experience preferred; must demonstrate a respectful and helpful approach
• Troubleshooting experience is a plus
• Knowledge of banking practices is helpful

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