Product Support Analyst

Q2; Charlotte (NC); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring

Health & Wellness Benefits

Volunteer & Philanthropy Programs

Job summary

Q2 seeks a Product Support Analyst to join the Customer Enablement & Support team supporting the Relationship Profitability solution. You will work with Customer Enablement Consultants to deliver high-quality outcomes for large financial institution clients globally, identifying opportunities to improve UX and reduce friction by partnering with engineers and product managers.

You will help design scalable support processes, create self-service content, and continuously improve the support motion

Qualifications

• Bachelor's degree or higher with 5+ years of related experience, or 3+ years with advanced degree.
• Excellent written and verbal communication with enterprise audiences.
• Empathetic, client-focused mindset and strong listening skills.
• Attention to detail in complex, high-stakes client environments.
• Curiosity about emerging tools and technologies, especially AI and automation.
• Proven ability to solve problems and implement holistic improvements.
• Comfort with ambiguous, fast-moving environments and cross-platform work.

Responsibilities

• Serve as the dedicated support point of contact for global FI clients via phone and email.
• Collaborate with CECS to ensure coordinated, high-quality outcomes.
• Guide users on best practices to maximize value of the core app and modules.
• Investigate bugs, gather technical details, and elevate issues with senior team members.
• Maintain and improve troubleshooting runbooks, guides, and playbooks.
• Create self-service KB content to empower clients and reduce support volume.
• Identify, test, and implement AI tools and automation to speed resolution.
• Develop deep familiarity with client environments to enable faster resolutions.

Skills

Great communicator

Empathetic

Detail-oriented

Learner

Problem solver

Action-oriented

Adaptable to ambiguity

Curious about AI tools

Salesforce Service Cloud experience

Troubleshooting

Education

Bachelor's degree in a relevant field

Tools

Salesforce Service Cloud

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 elevate 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 farther 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; experience supporting enterprise or financial institution clients is a strong differentiator

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