Product Support Analyst: AI-Driven Customer Enablement

Q2

Charlotte (NC)

Hybrid

USD 70,000 - 110,000

Full time

2 days ago

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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.