Senior Application Support Engineer

As Passionate About Our People As We Are About Our Mission

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

The Job At-A-Glance

Q2 is seeking an Application Support Engineer to serve as a frontline technical resource for Premier customers using the Q2 Solution. In this role, you will diagnose, troubleshoot, and resolve complex software issues while collaborating with engineering teams to address design, reliability, and maintenance concerns. Responsibilities include configuring and maintaining production environments, installing and monitoring application software, and supporting highly technical or customized product implementations. You will communicate with customers through phone, email, and a self-service portal, ensuring timely resolution and a positive support experience. Additionally, you will contribute to knowledge base content, analyze system performance, and recommend improvements to enhance platform efficiency.

This position requires strict adherence to security, availability, integrity, confidentiality, and privacy standards.

A Typical Day

• Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer's problem in a production environment, requiring extreme care and attention to detail.
• Regularly troubleshoot complex client application, integration and environment issues escalated from Tier 1 support.
• Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment.
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.
• Provide great customer support through direct customer contact, including by phone, email, and case documentation.
• Manage an individual open case queue, while monitoring the team escalation queue.
• Regularly receive escalated cases from management, and prioritize accordingly.
• Document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelines.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Establish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development).
• Follow internal change control process to implement any required product modifications.
• Participate in rotating 24x7 "on call" support coverage for escalated issues.
• Provide technical support training and guidance to customers and other team members.
• Contribute to a knowledge/FAQ database for supported software.

Bring Your Passion, Do What You Love. Here's What We're Looking For:

• At least four years of related experience required.
• Previous experience in applicable skills such as T-SQL, Python, to include having experience supporting software in a hosted solutions environment.
• Enterprise/mid-sized software support or delivery experience required.
• Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort.
• Previous Windows SQL/TSQL experience required.
• Experience with Python and .net programming a plus.
• Server and component experience with Windows Server (latest and currently-supported versions), IIS configuration, and Service management.
• Excellent documentation, analytical, and problem-solving skills and organizational skills.
• A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail.
• Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment.
• Knowledge of banking practices is helpful.
• On-call required.

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.

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"

Our Culture & Commitment: We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impact—in the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements.