Technical Support Analyst - Enterprise Apps (Hybrid)

Q2; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid Work Opportunities

Flexible Time Off

Career Development & MentoringPrograms

Health & Wellness Benefits, including…

Community Volunteering & Company Phil…

Employee Peer Recognition Programs

Job summary

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail.

The ideal candidate has 2–4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• 2–4 years of technical phone support experience or an advanced degree with relevant exposure.
• Experience supporting enterprise or mid-sized software applications.
• Familiarity with Windows OS and Windows Server troubleshooting.
• Basic understanding of SQL and ability to navigate relational databases.
• Knowledge of remote support tools and basic networking principles.
• Strong verbal and written communication skills.
• Highly organized with excellent attention to detail.
• Customer service experience preferred; must provide respectful, solution-oriented assistance.
• Troubleshooting experience and banking domain knowledge are advantageous.

Responsibilities

• Respond to inbound technical support calls for the Q2 Solution.
• Troubleshoot and resolve customer issues using documented tools and procedures.
• Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions.
• Establish case priority and update customers throughout the resolution process.
• Provide clear, step-by-step guidance and “how-to” assistance for product usage.
• Handle a high volume of cases efficiently while maintaining quality and professionalism.
• Own and manage an open case queue; prioritize escalated issues appropriately.
• Escalate unresolved issues to appropriate internal teams per established guidelines.
• Collaborate with development, implementation, and QA teams to resolve complex cases.
• Make data or configuration changes in production environments with high attention to detail.
• Test emergency product fixes or updates from the Product Development team when needed
• Follow internal change control procedures for implementing product modifications.
• Ensure all activities comply with company policies regarding security, confidentiality, and availability.
• Participate in rotating 24x7 on-call support coverage.
• Communicate key customer concerns and trends to Operations Management.
• Develop strong relationships with customers, promoting a high standard of service and professionalism.

Skills

Technical phone support

Enterprise software support

Windows OS familiarity

SQL basics

Remote support tools

Networking basics

Strong communication

Attention to detail

Education

Bachelor’s degree or equivalent

Job description

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail.

The ideal candidate has 2–4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset.