Application Support Engineer

Q2 Software-posted 3 days ago
Full-time • Mid Level
Hybrid • Austin, TX
1,001-5,000 employees
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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.

  • 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
  • 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.
  • Experience in the banking or financial services domain is a plus
  • 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”
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