Product Support Analyst

q2ebanking; Charlotte (NC); On-site; USD 70,000 - 110,000; Full time

Job summary

Q2 is seeking a Product Support Analyst to join the Customer Enablement & Support team supporting our Relationship Profitability solution. This role serves some of Q2's largest and most complex financial institution clients.

The Product Support Analyst will work directly alongside Customer Enablement Consultants (CECs) to deliver coordinated, high-quality outcomes for customers within an assigned portfolio.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of related experience, or advanced degree with 3+ years.
• Strong written and verbal communication with enterprise audiences.
• Empathetic, patient, and collaborative team player.
• Detail-oriented with ability to manage complex client environments.
• Experience with Salesforce Service Cloud or similar systems.

Responsibilities

• Serve as the dedicated support point of contact for global FI clients via phone and email.
• Partner with Customer Enablement Consultants to ensure coordinated, high-quality support.
• Guide users on best practices for the core application and modules.
• Investigate and troubleshoot reported bugs and escalate as needed.
• Maintain and improve process documentation including runbooks and knowledge resources.
• Develop self-service content for the Knowledge Base to reduce inbound volume.
• Identify and implement AI tools, automation workflows, and process improvements.
• Develop familiarity with global client environments to enable faster resolution over time.

Skills

Excellent communication

Empathetic customer support

Detail-oriented

Learner mindset

Problem solving

Action-oriented

Salesforce Service Cloud

Troubleshooting

Education

Bachelor's degree in relevant field

Advanced degree with 3+ years

Tools

CRM tools

Knowledge Base tools

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 a Product Support Analyst to join the Customer Enablement & Support team supporting our Relationship Profitability solution. This role serves some of Precision Lender's largest and most complex financial institution clients. The Product Support Analyst will work directly alongside Customer Enablement Consultants (CECs) to deliver coordinated, high-quality outcomes for customers within an assigned portfolio. This individual will play a critical role in the customer journey by identifying opportunities to enhance the user experience and reduce friction by collaborating closely with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous improvement across the platform. This person brings energy and curiosity around AI tools, automation, and workflow design, and will help reimagine how we support customers so they have the best experience possible.

RESPONSIBILITIES

• Serve as the dedicated support point of contact for global segment financial institution clients, managing inquiries related to product features, configurations, and system functionality via phone and email
• Partner directly with Customer Enablement Consultants supporting global FI clients to ensure coordinated, timely , and high-quality support outcomes
• Guide users on best practices for utilizing the core application and associated modules to maximize value
• Investigate and troubleshoot reported bugs, gather technical details, and escal... issues as needed in partnership with senior team members
• Maintain and improve process documentation including troubleshooting runbooks, workflow guides, and support playbooks
• Develop and update user-friendly self-service content for the Knowledge Base to empower client success and reduce inbound volume
• Identify , test, and implement AI tools, automation workflows, and process improvements that reduce manual effort, improve resolution speed, and raise the overall quality of the support motion
• Develop deep familiarity with global client environments, configurations, and recurring issue patterns to enable faster and more accurate resolution over time

KNOWLEDGE AND EXPERIENCE

• Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
• A great communicator. You have the gift of explaining complicated things simply with stellar written and verbal communication skills - including with sophisticated enterprise audiences
• Empathetic. You care deeply about the client and providing the best possible support and experience. You're warm, friendly, a fantastic listener, and most importantly, humble
• Detail-oriented. You understand that details matter and can make or break the customer experience - especially in complex, high-stakes client environments
• A learner. You have an enthusiasm for growth and work continuously to hone your skills and improve your knowledge, particularly around emerging tools and technologies
• Driven, persistent, and resourceful. You are a natural problem solver who doesn't give up when you don't have answers right away - and you take it a step further to ensure you're solving the problem holistically
• Biased towards action. You look for ways to make processes and products better, and then you make those plans a reality - both individually and as a team
• Comfortable operating in ambiguous, fast-moving environments where processes are constantly being built and improved
• Ability to learn new technology and systems quickly , with genuine curiosity about AI tools and automation ; comfort working across multiple platforms simultaneously
• Experience with Salesforce Service Cloud or other customer support technologies
• Troubleshooting experience preferred; exper