Application Support Analyst at Q2

| Austin
Sorry, this job was removed at 12:03 p.m. (CST) on Saturday, May 23, 2020
Find out who's hiring in Austin.
See all Operations jobs in Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Q2 is looking for an experienced Application Support Analyst who is passionate about working with cutting edge applications and making a difference within Fintech! In this technical support role, you will be joining a team of engaged leaders and engineers. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable.

 

 This is a dynamic team that is dedicated to getting the job done; we are looking for a team member that will share that enthusiasm. We are seeking an individual who demonstrates technical trouble-shooting skills, and who knows how to be productive in a culture that encourages both collaboration and independence.

As a market leader in digital sales, the Q2 Gro team is responsible for the ongoing innovation and expansion of the Q2 Gro Checkout product. Q2 Gro’s intuitive digital sales platform provides an optimized user experience for tasks such as account opening and loan underwriting. Our mobile-first, streamlined account opening capabilities are proven to reduce abandonment and shorten the application process to under four minutes, helping our Financial Institutions clients to expand their reach through acquisition growth across digital channels.

RESPONSIBILITIES:

  • Regularly investigate code to troubleshoot complex client applications
  • 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
  • Assist with leading the Q2 Gro knowledge acquisition for the Support and Operations teams as a whole, and partner with Product and Development to improve the overall supportability of the Q2 Gro Digital Sales Platform
  • Troubleshoot software and configuration as necessary including, but not limited to: reviewing code and associated scripts, reviewing application logs and updating configurations to resolve the customer’s problem in a production environment. Construction and scheduling of automated processes and creation of custom processing scripts may also be needed
  • 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 the Product Management and Development team, and escalate unresolved problems to the appropriate resources
  • Serve as an escalation point for other Q2 Support Teams who rotate to provide 24x7 “on call” support coverage for escalated issues
  • Proactively seek out, research, and recommend improvements to better serve customers
  • Ensure that all security, availability, confidentiality and privacy policies and controls are adhered to at all times
  • Cultivate and participate in cross-department communication, collaboration, and synergy

REQUIRED EXPERIENCE AND KNOWLEDGE

  • Must have at least one year of previous phone technical support experience
  • Experience in using Java, Spring Framework, HTML5, CSS, Javascript. 
  • Excellent communication skills
  • Excellent analytical and problem-solving skills
  • Ability to work on multiple assignments, prioritize, and resolve issues in a timely
  • Understanding of remote tools and basic networking required
  • Previous enterprise/mid-sized software support or delivery experience preferred
  • Excellent communication and organizational skills required
  • Ability to quickly learn new technologies and programs
  • Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner
  • Troubleshooting experience in a professional setting

PREFERRED

  • FinTech or other financial services industry experience
  • React/Bootstrap, Cordova and SQL a plus.
  • Knowledge of AWS and cloud-based technologies
  • Experience using Agile principles and methodology a plus
  • B.S. Computer Science or equivalent
  • Knowledge of Banking practices is helpful

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Q222 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Marketing
Operations
Developer
new
Austin
HR
new
Austin
Data + Analytics
new
Austin
Developer
new
Austin
Developer
new
Austin
Developer
new
Austin
Marketing
new
Austin
Developer
new
Austin
Operations
new
Austin
Developer
new
Austin
Finance
new
Austin
Developer
new
Austin
Data + Analytics
new
Austin
Finance
new
Austin
Developer
new
Austin
Design + UX
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Q2's full profileSee more Q2 jobs