Data Services Technician at Q2

| Austin | Remote
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Q2 is seeking a candidate who has a strong understanding of both python and SQL. This position will monitor for failures and response in a timely fashion. The response will include notifying the customer of the failure along with root cause and mitigation. As a secondary function the individual will pull from a queue of cases that are driven by either request or failures of single customer impacting issues. The successful candidate will have direct experience in troubleshooting and editing python scripts. They will demonstrate the ability to think both short term and long term when resolving the issues put before them.

RESPONSIBILITIES:

  • Regularly troubleshoots complex client application, integration and environment issues escalated from Tier 1 support; troubleshoot/Resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment
  • Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail; Construction and scheduling of automated processes and creation of custom processing scripts
  • Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system; Regularly updates customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines; Develop and maintain effective relationships with customers
  • Manage an individual open case queue, while monitoring the team escalation queue; Regularly receives escalated cases from management, and must prioritize accordingly
  • Regularly document and report product/application defects to Development team, and escalate unresolved problems to the appropriate resources in accordance with published guidelines
  • Establish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development)
  • Follow internal change control process to implement any required product modifications
  • Participate in rotating 24x7 “on call” support coverage for escalated issues
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
  • Provide technical support training and guidance to customers and other team members including feedback to the first line agents to enhance performance and behavior, and coaching team members to help meet their performance goals and achieve results through mentoring; Assist in conducting technical assessments, as well as creating and delivering refresher training sessions
  • Contribute to a knowledge/FAQ database for supported software
  • Perform other duties and responsibilities as assigned

EXPERIENCE AND KNOWLEDGE:

  • Excellent documentation, analytical, and problem-solving skills and organizational skills required
  • A minimum of 2 years of relevant experience
  • Strong customer satisfaction personality required, demonstrating initiative, self motivation, and a keen attention to detail
  • Database knowledge with MS SQL 2005 or 2008 experience
  • Server and component experience with Windows Server 2003, 2008 IIS configuration, and Service management required; Experience with Python and .net programming a plus.
  • Enterprise/mid-sized software support or delivery experience preferred
  • Understanding of remote tools and networking required
  • Ability to remain patient and discuss technical concepts with non-technical customers, and deal with ambiguity, tight timelines and demanding constraints
  • Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
  • Expert in Q2 interconnectivity and troubleshooting of software components
  • Innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs
  • Knowledge of banking practices is helpful

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

Location

Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

How would you describe the company’s work-life balance?

I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

Taylor

HR Business Partner

What are Q2 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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