Application Support Engineer

Q2•Austin, TX

21h•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 production environments, while also contributing to internal knowledge sharing and process improvements. Ideal candidates will have 5–8 years of experience in enterprise application support, with deep knowledge of application behavior, SQL, scripting (e.g., T-SQL, Python), and hosted systems. Strong communication, documentation, and analytical skills are essential. The role includes direct customer interaction, high attention to detail, and participation in a rotational on-call schedule.

Requirements

Typically requires 5–8 years of experience in application support or 3+ years with a relevant master’s degree
Recognized as a Subject Matter Expert (SME) in key areas of the Q2 Solution
Strong experience with T-SQL and Windows SQL Server troubleshooting
Experience supporting enterprise or mid-sized software systems in hosted production environments
Working knowledge of Windows Server environments, including IIS configuration and service management
Solid troubleshooting and root cause analysis skills with the ability to resolve most issues independently
Excellent documentation, communication, and organizational skills
Ability to handle multiple assignments, prioritize tasks, and perform under pressure in a fast-paced environment
A proactive, customer-first mindset with high attention to detail
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

Familiarity with scripting languages such as Python is preferred; experience with .NET is a plus
Prior experience in banking or financial services software is beneficial

Responsibilities

Troubleshoot and resolve complex technical issues escalated from Tier 1 or Tier 2 support, including code defects, configurations, integrations, networking, and server-related challenges
Modify production environments with care and precision, including script adjustments, log reviews, and direct updates to database tables
Perform advanced data analysis and transformation using T-SQL or other scripting techniques
Provide support for integrations with third-party vendors and downstream systems
Accurately document case history, investigation steps, and resolution outcomes using the case management system
Communicate clearly and regularly with customers via phone, email, and CRM tools, ensuring timely updates and consistent follow-through
Escalate critical issues or product defects to appropriate internal teams (e.g., Development, QA), and track to resolution
Own and manage an individual case queue, while contributing to team backlog and supporting load-balancing efforts
Collaborate closely with cross-functional teams including Development, QA, Implementation, and Product to resolve recurring or complex issues
Follow internal change control policies when making production modifications
Participate in quarterly rotating on-call coverage for after-hours escalations
Support training and mentoring of junior team members by sharing domain expertise and troubleshooting strategies
Contribute to internal documentation and FAQs to improve team efficiency and knowledge retention
Ensure all activities align 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”

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