Product Support Analyst

Q2 • Charlotte, NC

4d • Hybrid

About The Position

Q2 is seeking a Product Support Analyst to join the Customer Enablement & Support team supporting our Relationship Profitability solution. This role serves some of Precision Lender's largest and most complex financial institution clients. The Product Support Analyst will work directly alongside Customer Enablement Consultants (CECs) to deliver coordinated, high-quality outcomes for customers within an assigned portfolio. This individual will play a critical role in the customer journey by identifying opportunities to enhance the user experience and reduce friction by collaborating closely with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous improvement across the platform. This person brings energy and curiosity around AI tools, automation, and workflow design, and will help reimagine how we support customers so they have the best experience possible.

Requirements

• Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
• A great communicator. You have the gift of explaining complicated things simply with stellar written and verbal communication skills — including with sophisticated enterprise audiences
• Empathetic. You care deeply about the client and providing the best possible support and experience. You're warm, friendly, a fantastic listener, and most importantly, humble
• Detail-oriented. You understand that details matter and can make or break the customer experience — especially in complex, high-stakes client environments
• A learner. You have an enthusiasm for growth and work continuously to hone your skills and improve your knowledge, particularly around emerging tools and technologies
• Driven, persistent, and resourceful. You are a natural problem solver who doesn't give up when you don't have answers right away — and you take it a step further to ensure you're solving the problem holistically
• Biased towards action. You look for ways to make processes and products better, and then you make those plans a reality — both individually and as a team
• Comfortable operating in ambiguous, fast-moving environments where processes are constantly being built and improved
• Ability to learn new technology and systems quickly, with genuine curiosity about AI tools and automation; comfort working across multiple platforms simultaneously
• Experience with Salesforce Service Cloud or other customer support technologies
• 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

• Troubleshooting experience preferred
• experience supporting enterprise or financial institution clients is a strong differentiator

Responsibilities

• Serve as the dedicated support point of contact for global segment financial institution clients, managing inquiries related to product features, configurations, and system functionality via phone and email
• Partner directly with Customer Enablement Consultants supporting global FI clients to ensure coordinated, timely, and high-quality support outcomes
• Guide users on best practices for utilizing the core application and associated modules to maximize value
• Investigate and troubleshoot reported bugs, gather technical details, and escalate issues as needed in partnership with senior team members
• Maintain and improve process documentation including troubleshooting runbooks, workflow guides, and support playbooks
• Develop and update user-friendly self-service content for the Knowledge Base to empower client success and reduce inbound volume
• Identify, test, and implement AI tools, automation workflows, and process improvements that reduce manual effort, improve resolution speed, and raise the overall quality of the support motion
• Develop deep familiarity with global client environments, configurations, and recurring issue patterns to enable faster and more accurate resolution over time

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”

What This Job Offers

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