Application Support Analyst

Q2 • Austin, TX

2d

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 documents technical cases accurately and thoroughly. 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.
• Customer-first mindset and ability to provide respectful, solution-oriented assistance.
• Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is unavailable.

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 and 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, prioritizing 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.

Benefits

• Health and wellness benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents.
• Hybrid work opportunities.
• Flexible time off.
• Career development and mentoring programs.
• Community volunteering and company philanthropy programs.
• Employee peer recognition programs (“You Earned it”).
• Learning opportunities, internal mobility, and meaningful leadership relationships.
• Company-wide volunteer days and events such as Q2 Homecoming Week.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level