Enterprise Application Engineer at Q2

| Austin
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Q2 is seeking an L3 Support Engineer to support the Q2 platform with both internal and external customers. The person in this position will provide expert-level troubleshooting for the Q2 solution, resolve technical issues, or address root causes for multiple issues. Successful candidates must have the innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs.

RESPONSIBILITIES:

  • Regularly troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 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
  • Lead the Q2 platform knowledge acquisition for the Support and Operations teams as a whole, and partner with Development to improve the overall supportability of the Q2 platform
  • 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. Construction and scheduling of automated processes and creation of custom processing scripts
  • Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
  • Contribute, as needed, to team caseload management
  • Regularly receive 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
  • 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

EXPERIENCE AND KNOWLEDGE:

  • 2 years of related support experience
  • Previous experience with enterprise/mid-sized software support or delivery experience required
  • Must have a strong understanding of remote tools and networking
  • Server and component experience with Windows Server (current and supported versions), IIS configuration, and Service management required
  • Experience with Python and .NET programming a plus
  • Advanced database knowledge with MS SQL (current and supported versions) preferred
  • Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment
  • Ability discuss technical concepts with non-technical customers, deal tight timelines and demanding constraints needed
  • Previous knowledge of the banking industry and practices preferred
  • Expert level understanding of the Q2 architecture and process work flow needed
  • 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

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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
Unconscious bias training
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
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
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
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