Product Support Analyst | Hybrid, AI-Driven Support

Q2; Cary (NC); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work opportunities

Flexible time off

Career development & mentoring

Health & wellness benefits

Parental leave

Community volunteering

Employee recognition

Job summary

Q2 is seeking a Product Support Analyst to join the Customer Enablement & Support team. You’ll work with Precision Lender’s largest clients, delivering high-quality outcomes and collaborating with engineers, product managers, and cross-functional teams to reduce friction.

You will explore AI tools and automation to improve the customer journey, while sharing insights to drive continuous platform improvements and user satisfaction.

Qualifications

• Bachelor's degree or higher with 3+ years of related experience; equivalent work experience accepted.
• Excellent written and verbal communication with complex enterprise audiences.
• Able to be empathetic and provide top-tier client experiences.
• Attention to detail is critical in high-stakes environments.
• Curiosity about emerging tools and technologies and a willingness to learn.
• Strong problem-solving mindset and persistence.
• Comfort working across multiple platforms and teams.

Responsibilities

• Serve as the primary contact for global FI clients via phone and email.
• Collaborate with CECs to ensure coordinated, high-quality support outcomes.
• Guide users on best practices to maximize value from the core app.
• Investigate bugs, collect technical details, and escalate with senior staff.
• Maintain and improve troubleshooting runbooks and knowledge base.
• Create user-friendly self-service content for the Knowledge Base.
• Identify and test AI tools and automation to improve support speed and quality.
• Build familiarity with client environments to enable faster resolution over time.

Skills

Strong communication

Empathetic

Detail-oriented

Learner

Action-oriented

Tech-savvy

English fluency

Problem solving

Team collaboration

Education

Bachelor's degree in related field

Tools

Salesforce Service Cloud

CRM systems

AI tools

Job description

Q2 is seeking a Product Support Analyst to join the Customer Enablement & Support team. You’ll work with Precision Lender’s largest clients, delivering high-quality outcomes and collaborating with engineers, product managers, and cross-functional teams to reduce friction.

You will explore AI tools and automation to improve the customer journey, while sharing insights to drive continuous platform improvements and user satisfaction.