Developer Support Engineer
Q2 is seeking a Partner Success Engineer to handle inbound requests from external customers seeking technical support for the Q2 SDK Solution. This is an intermediate technical support role that requires advanced application troubleshooting and support skills as well as a strong customer focus. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with full stack application troubleshooting is required.
RESPONSIBILITIES:
- Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, 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.
- Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
- Contribute, as needed, to team caseload management
- Build solutions to improve overall team efficiencies in the Q2 developer program
- Regularly receive escalated cases from management, and must prioritize accordingly
- Route tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status.
- Regularly document and report product/application defects to Development team, and escalate unresolved problems to the appropriate resources.
- Serve as an escalation point for other team members who rotate to provide 24x7 “on call” support coverage for escalated issues
- Proactively seek out, research, and implement improvements to better serve customers
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
- Cultivate cross-department communication, collaboration, and synergy
- Obtain higher-level direction when needed from Development team
- Enable the advancement of others on the team by providing technical guidance and feedback
- May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting
- #LI-VO1
- #LI-remote
EXPERIENCE AND KNOWLEDGE:
- 5 years of related support experience, including full-stack application support.
- Previous experience with enterprise/mid-sized software support or delivery experience required
- Server experience with Windows and/or Linux administration, including web servers such as IIS, Apache, NGINX, or others.
- Experience with Python programming
- Advanced database knowledge with MS SQL (current and supported versions)
- Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
- Ability to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints needed
- Experience with cloud or container-based infrastructure preferred
- Previous knowledge of the banking industry and practices preferred
- Expert level understanding of the Q2 architecture and process workflow preferred
- Must have excellent communication skills and have the ability to interact with C-level executives
- Strong organization skills needed and must pay close attention to detail
- Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work
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.