Premium Services Customer Enablement Lead

Q2 • Austin, TX

11d • Hybrid

About The Position

Q2 is seeking a Premium Services Customer Enablement Lead (Individual Contributor) to provide both tactical and strategic oversight of the engagement, health, and Support experience of some of our most strategic customers. The CE Lead is an organized problem solver with excellent communication and interpersonal skills; having an innate ability to explain technical details and requirements to both a non-technical and highly technical audience. Premium Services CE Leads are responsible for providing a high level of customer service to customers, responding to inquiries and advocating for their issues to be solved in a timely manner. This role will work closely cross-departmentally to ensure customer satisfaction and loyalty through strong relationship building and mutual respect.

Requirements

• Minimum of 8+ years of experience in application support or 6+ years with a relevant master’s degree
• Extensive experience supporting Digital Banking systems or working with vendors such as FIS, Fiserv, or Jack Henry
• Strong hands-on and architectural expertise in SQL, log analysis, and database error debugging
• Advanced experience with Python, Shell scripting, and other scripting languages
• Working knowledge of Unix/Linux environments and cloud technologies (AWS/Azure)
• Demonstrated success implementing DevOps practices, including CI/CD pipelines using tools like Jenkins, Bitbucket, GitLab
• Experience with logging, monitoring, and analytics tools such as Splunk, Snowflake, CloudWatch, Grafana, and Logic Monitor
• Familiarity with CRM and ticketing systems like Salesforce, JIRA, and Confluence
• Proven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting
• Ability to manage high-impact, high-visibility projects with precision and a strong governance mindset
• Exceptional communication and stakeholder management skills, including experience working with global teams
• Fluent written and oral communication in English
• Authorized to work for any employer in the U.S.

Nice To Haves

• Experience leveraging AI and automation technologies to enhance support effectiveness is a strong plus

Responsibilities

• Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis
• Demonstrate deep knowledge of banking systems: core banking, payments, loan servicing, and risk management
• Troubleshoot complex issues involving product configurations, code defects, networking, third-party integrations, and database modifications
• Optimize SQL and PS Queries, and fine-tune database scripts for reporting and performance improvement
• Collaborate with Engineering and Product teams to analyze bugs and develop permanent fixes for the Core Banking Solution
• Design and implement scalable support models; recommend architectural improvements for long-term maintainability
• Provide consultation to leadership on resolving escalated technical issues and executive-level escalations
• Drive the creation and enhancement of support policies, procedures, and risk mitigation strategies aligned to governance standards
• Leverage data from multiple sources (internal and external) to drive innovative and effective solutions
• Regularly mentor and support team members through 1:1s, assisting with complex cases, escalations, and backlog management
• Identify and develop Subject Matter Experts (SMEs) within the support team
• Produce clear and concise technical documentation, including incident reports, troubleshooting guides, and customer-facing updates
• Manage complex technical projects with a high degree of accuracy, control rigor, and attention to detail
• Collaborate with global teams and stakeholders across different time zones
• Support executive-level escalations with urgency and professionalism
• Participate in strategic initiatives to enhance support operations and customer experience
• Champion the use of AI and emerging technologies to drive efficiency and innovation in support delivery

Benefits

• 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”

What This Job Offers

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