Application Support Analyst

Q2•Austin, TX

About The Position

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. The role responds to inbound customer calls, resolves application issues, and accurately documents technical cases. The ideal candidate has 2–4 years of phone-based software support experience, strong communication and organizational skills, and a customer-first mindset. Familiarity with Windows OS and Server troubleshooting, SQL, and enterprise application environments is preferred. The position requires fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S.; Q2 is unable to sponsor or take over sponsorship of an employment visa at this time. Applicants in California or Washington State may not be exempt from federal and state overtime requirements.

Requirements

Bachelor’s degree in a relevant field or equivalent work experience.
2–4 years of technical phone support experience, or an advanced degree with relevant exposure.
Fluent written and oral communication in English.
Strong verbal and written communication skills.
Highly organized with excellent attention to detail.
Ability to learn and adapt to new technologies quickly.
Provide respectful, solution-oriented assistance.
Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available.

Nice To Haves

Experience supporting enterprise or mid-sized software applications.
Familiarity with Windows OS and Windows Server troubleshooting.
Basic understanding of SQL and ability to navigate relational databases.
Knowledge of remote support tools and basic networking principles.
Customer service experience.
Troubleshooting experience.
Banking domain knowledge.

Responsibilities

Respond to inbound technical support calls for the Q2 Solution.
Troubleshoot and resolve customer issues using documented tools and procedures.
Log customer interactions accurately, categorize cases, and capture complete problem descriptions.
Establish case priority and update customers throughout the resolution process.
Provide clear, step-by-step guidance and how-to assistance for product usage.
Handle a high volume of cases efficiently while maintaining quality and professionalism.
Own and manage an open case queue and prioritize escalated issues appropriately.
Escalate unresolved issues to appropriate internal teams according to established guidelines.
Collaborate with development, implementation, and QA teams to resolve complex cases.
Make data or configuration changes in production environments with high attention to detail.
Test emergency product fixes or updates from the Product Development team when needed.
Follow internal change control procedures for implementing product modifications.
Ensure activities comply with company policies regarding security, confidentiality, and availability.
Participate in rotating 24x7 on-call support coverage.
Communicate key customer concerns and trends to Operations Management.
Develop strong customer relationships and promote a high standard of service and professionalism.