Q2
As passionate about our people as we are about our mission!
Austin, TX
Hybrid

L3 Support Engineer

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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\
  • Cultivate cross-department communication, collaboration, and synergy
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
  • 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:

  • 5 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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What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2, we are as passionate about our people, as we are about our mission!
Q2 invests in our employee's success by providing robust employee health and wellness benefits.

Some Benefit Highlights include:
* Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
* Family Planning Benefits (Including Adoption Support)
* Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
* Flexible Time Off
* HSA Matching Program
* 401K Matching Program
* Career Development Programs
* Active ERG Teams, Communities and Education
* Q2 Community and Philanthropy Programs
* Our You Earned it! Employee Rewards & Recognition Program:
These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
* Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Want to know more about our authentic culture and work environment?
Check us out at: https://www.q2.com/culture and explore jobs today.
We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
* Dodgeball for Charity! (We raised $102K- last year!)
* Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
* Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
(Check out the Q2 Stadium Dreamstarter Program!)
* Annual Employee Appreciation Day!
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

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