Application Support Engineer

Q2 Software•Austin, TX

49d•Hybrid

About The Position

Q2 is seeking an Application Support Engineer to provide advanced technical support for the Q2 Solution. This role involves troubleshooting complex, escalated issues across application layers, integrations, and environments, while also mentoring team members and contributing to continuous support improvement. Ideal candidates will have 5–7 years of experience in enterprise application support, with deep knowledge of application behavior, scripting (e.g., T-SQL, Python), and production environments. Strong communication, documentation, and analytical skills are essential. The role involves phone-based and written customer support, high attention to detail, and periodic participation in on-call rotation.

Requirements

Typically requires 5–8 years of experience in application support; 3+ years with a relevant master’s degree
Subject Matter Expert (SME) in the Q2 application with deep understanding of core components
Strong experience with T-SQL and Windows SQL Server troubleshooting
Familiarity with Python or .NET is preferred
Experience supporting applications in a hosted or SaaS environment is required
Knowledge of Windows Server, including IIS configuration and service management
Excellent troubleshooting and problem-solving skills with the ability to resolve most issues independently
Effective documentation and communication skills for both technical and non-technical audiences
Strong time management and organizational skills, with the ability to prioritize multiple assignments in a fast-paced environment
A customer-first attitude with a proactive, self-motivated approach to support
This position requires fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Experience in the banking or financial services domain is a plus

Responsibilities

Troubleshoot and resolve complex technical issues escalated from Tier 1 support, including code defects, integrations, configurations, networking, and server-related challenges
Modify production environments as needed, including adjusting scripts, reviewing logs, updating database tables, and tuning applications with high accuracy and adherence to change control policies
Document case history, actions taken, and resolution thoroughly using the case management system
Communicate effectively with customers via phone, email, and CRM tools, providing timely updates and resolutions
Receive and manage escalated cases from management or other support tiers, prioritizing and resolving them efficiently
Escalate unresolved or critical defects to appropriate internal teams (e.g., Development, QA), and track to closure
Manage personal case queue while monitoring team escalation queues and assisting with load balancing when needed
Identify recurring issues and contribute to root cause analysis and preventive measures
Develop and maintain strong working relationships with internal cross-functional teams (e.g., Development, QA, Implementation, Infrastructure)
Participate in the quarterly rotational on-call schedule for after-hours escalations
Provide technical guidance and informal mentoring to junior team members
Contribute to and maintain internal knowledge bases and FAQs
Support training initiatives by sharing expertise with customers and team members
Ensure all activities are compliant with Q2’s security, privacy, and availability policies

Benefits

Health & Wellness
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume