Senior Enterprise Application Engineer at Q2

| Austin
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POSITION SUMMARY

The Senior Enterprise Application Engineer will lead the EAE/L3 team in supporting the needs of the business as it relates to the prompt detection, resolution, escalation and reporting of service impacting events and incidents. They will provide analysis and support to ensure that the deployed infrastructure is delivering agreed to services in accordance with required service levels for our customers.

PRIMARY DUTIES AND RESPONSIBILITIES

This position requires strong leadership, someone who is a self-starter, can quickly assess priority, have a sense of urgency, engage resources and drive to quick resolution. Exceptional verbal and written communication skills, ability to clearly articulate the impact of an incident, and interpret the mitigation or remediation steps to prevent future incidents is essential. The ability to build and maintain strong internal customer relationships is essential as this position will work with Q2’s Support, Development, Implementations, Operational Teams, Executives, and other internal staff and system integrators daily.

  • Assign and manage the workload of personnel, as well as escalate resource constraints to management. Contribute, as needed, to team caseload management
  • Troubleshoot /resolve customer problems of complex nature such as code defects, product configurations, networking, platform, third party communications, hardware configuration, integration and environment or other issues commonly encountered in systems operation.
  • Provide elevated tier 3 support for complex issues.
  • 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 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 to provide 24x7 “on call” support coverage for escalated issues
  • “Proactively” seek out, research, and identify potential issues before they become issues.
  • 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 the 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.
  • Ensure customer expectations are met when environments are upgraded, modified or decommissioned.
  • Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.

 

·

Provide team leadership and coaching 

  • Encourage and promote a positive work environment oriented to trust, open communication, creative thinking, and cohesive team effort and collaboration 
  • Help motivate and inspire team members 
  • Lead by setting a good example (role model) – behavior consistent with words 
  • Facilitate problem solving and collaboration 
  • Assist when necessary in resolving issues 
  • Encourage creativity and constant improvement 

Communicate team status and task accomplishment 

  • Provide status reporting of team activities against the plan or schedule 
  • Keep the manager informed of task accomplishments, issues and status 
  • Serve as a focal point to communicate and resolve issues or escalation with other teams 
  • Escalate issues which cannot be resolved by the team 
  • Provide guidance to the team based on management direction 
  • Celebrate WINS 

Experience, Skills & Qualifications 

  • 2 years of related support experience and >2 years’ experience leading teams of three or more technical people
  • Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction.
  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
  • Strong problem-solving skills, critical thinking, excellent analytical ability, metric driven
  • Team building, mentoring and coaching skills
  • Work well under pressure and with differing levels of staff / Management
  • Exposure to monitoring systems and IT Service Management processes
  • Self-disciplined, self-motivated and the ability to organize and prioritize time effectively. Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner.
  • Proficient in data reporting and analysis.
  • Flexible and creative and able to think quickly, take the initiative and willingness to make judgment calls.
  • Working knowledge of SQL databases & basic network configuration - strong understanding of remote tools and networking
  • Strong organization, time management and attention to detail
  • Understanding of the Q2 architecture and process workflow and/or ability to learn and master employer-specific software
  • Complex problem solving - Ability to diagnose & address application issues
  • Previous knowledge of the banking industry and practices preferred
  • Sense of ownership and pride in your performance and its impact on company’s success 
  • Critical thinker and problem-solving skills 
  • Team player 

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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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