Director, Technical Customer Support

Why Join Q2?

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

What Makes Q2 Special?

The Job At-A-Glance:

We are seeking a Senior, systems-oriented Director of Support to lead and scale Q2’s global Customer Support organization as part of our future-state Support operating model. This role exists to transform how support operates from reactive and hero-driven to predictable, experience-driven, AI-augmented, and pod-based.

This is not a legacy support leadership role. The successful candidate will run and evolve the system, coach leaders, and enforce disciplined operating standards rather than personally solving escalations or cases. You will oversee a large, globally distributed organization delivering configuration-driven, technically complex support in a highly regulated environment, while partnering closely with Engineering, SRE, DevOps, and Product.

This role exists to execute and scale Q2’s modern Support operating model. Success is measured by improved predictability, reduced variation, stronger customer experience outcomes (XLA), and a support organization that runs consistently through well-defined systems and disciplined execution

A Typical Day:

Strategic & Systems Leadership

• Partner with the SVP of Support to define, execute, and evolve the global Support vision and operating model.
• Design and mature pod-based (POD) support structures, operating rhythms, and governance.
• Diagnose operational challenges as system failures first, not individual performance issues.
• Clearly articulate “what good looks like” and enforce consistent standards across regions and teams.
• Drive long-term strategies focused on predictability, experience outcomes (XLA), and scalability.

Operational Excellence & Discipline

• Lead global support operations across India, Mexico, and the U.S. with 24/7 readiness.
• Enforce SOPs, QA standards, escalation hygiene, and rigorous case lifecycle management.
• Use data and metrics to reduce case variation, noise, and rework.
• Run predictable operating rhythms and reject inconsistency masked as team autonomy.
• Drive KPIs across SLA, XLA, customer sentiment, efficiency, and cost-to-serve.

AI-Enabled & Technical Oversight

• Champion and enforce adoption of AI-assisted workflows, automation, and advanced tooling.
• Ensure AI usage exceeds 95% across squads and becomes embedded in daily workflows.
• Oversee complex technical support involving cloud-native, containerized deployments, configuration changes, and redeployments.
• Partner with Engineering, SRE, DevOps, and IOC to improve diagnostics, logging, routing, and root cause analysis (RCA).
• Ensure support processes integrate cleanly with CI/CD pipelines and DevOps practices.
• Operate effectively in a highly regulated environment with strong security and compliance hygiene.

Leadership That Scales

• Lead and coach Support Managers, Pod Managers, and Squad Leaders.
• Build leadership bench strength and ensure managers operate independently.
• Hold leaders accountable with clarity, fairness, and consistency.
• Delegate effectively and measure success by how little day-to-day intervention is required.
• Create a calm, high-performance culture grounded in trust, discipline, and clear expectations.

Experience-Driven Mindset

• Focus beyond SLAs to customer effort, confidence, outcomes, and sentiment.
• Use experience signals (XLA, VOC, sentiment analysis) to guide priorities and investment.
• Improve customer outcomes without increasing cost or organizational stress.

Change Leadership & Resilience

• Lead through ambiguity, resistance, and transformation with empathy and decisiveness.
• Name resistance directly and navigate difficult conversations without defensiveness.
• Balance human-centered leadership with the rigor required for sustained change.

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience. Typically requires 5-7 years managing and developing employees.
• 10+ years of experience in technical support leadership, including leading large, globally distributed teams.
• Proven success modernizing and scaling support organizations through operating model change.
• Strong systems-thinking mindset with the ability to design workflows, governance, and operating rhythms.
• Demonstrated experience operationalizing AI, automation, or advanced tooling in a support environment.
• Deep technical fluency in cloud-native architectures (e.g., containerization, orchestration) and build/release processes.
• Experience leading teams responsible for configuration changes and redeployments.
• Data-driven leader with a track record of reducing variation and improving predictability.
• Exceptional communication and cross-functional collaboration skills.

Preferred Skills

• ITIL, Six Sigma, or Lean certifications.
• Experience with Jira, ServiceNow, PagerDuty, Grafana, Splunk, or similar tools.
• Background in financial technology, enterprise software, or IaaS environments.
• Prior technical background in SRE, DevOps, or engineering roles.
• Experience operating in pod-based or squad-based support models.
• Bilingual (English/Spanish or English/Hindi) a plus.
• Director or Senior Director-level experience.
• Based in or willing to relocate to Austin, TX.

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness

• Hybrid Work Opportunities

• Flexible Time Off 

• Career Development & Mentoring Programs 

• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents 

• Community Volunteering & Company Philanthropy Programs 

• Employee Peer Recognition Programs – “You Earned it”

Click here to find out more about the benefits we offer.

Our Culture & Commitment:

We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements