Q2
As passionate about our people as we are about our mission!
Austin, TX
Remote
Hybrid

Data Services Technician

Sorry, this job was removed at 11:08 a.m. (CST) on Wednesday, August 25, 2021
Find out who's hiring in Austin.
See all Data + Analytics jobs in Austin
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2, we are as passionate about our people, as we are about our mission!
Q2 invests in our employee's success by providing robust employee health and wellness benefits.

Some Benefit Highlights include:
* Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
* Family Planning Benefits (Including Adoption Support)
* Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
* Flexible Time Off
* HSA Matching Program
* 401K Matching Program
* Career Development Programs
* Active ERG Teams, Communities and Education
* Q2 Community and Philanthropy Programs
* Our You Earned it! Employee Rewards & Recognition Program:
These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
* Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Want to know more about our authentic culture and work environment?
Check us out at: https://www.q2.com/culture and explore jobs today.
We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
* Dodgeball for Charity! (We raised $102K- last year!)
* Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
* Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
(Check out the Q2 Stadium Dreamstarter Program!)
* Annual Employee Appreciation Day!
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

More Jobs at Q2

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Q2Find similar jobs like this