Senior Application Support Analyst

Senior Application Support Analyst

Q2 is seeking a Senior Application Support Analyst to handle inbound calls from external customers seeking technical support for the Q2 Solution. This is a technical support role that requires mid-sized application troubleshooting and support as well as a customer centric personality. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable.

Job Summary:

We are seeking a highly skilled and detail-oriented Senior Technical Incident Review Specialist to join our team. In this role, you will be responsible for conducting thorough code reviews, investigating technical issues, and managing Priority 1 (P1) incidents. You will work closely with developers, QA, and IT teams to maintain high standards of code quality, optimize system performance, and ensure rapid resolution of major incidents.

Key Responsibilities:

• Code Review: Perform detailed code reviews to ensure best practices, coding standards, and security protocols are followed. Provide constructive feedback to developers and recommend improvements to maintain code quality.
• Technical Investigations: Conduct in-depth technical investigations into complex issues, identify root causes, and develop solutions to prevent recurrence. Collaborate with cross-functional teams to implement fixes and improvements.
• Priority 1 (P1) Incident Management: Lead the response to P1 incidents, coordinating across teams to ensure timely and effective resolution. Communicate effectively with stakeholders during incidents and provide post-incident analysis and documentation.
• Root Cause Analysis (RCA): Conduct RCAs for major incidents, identifying corrective actions to mitigate future risks. Provide insights on incident trends and recommend proactive measures.
• Technical Documentation: Create and maintain detailed documentation for code reviews, incident investigations, and RCAs. Ensure knowledge is shared effectively across teams for continuous improvement.
• Continuous Improvement: Identify areas of improvement in processes and tools, propose enhancements, and lead initiatives to improve code quality, incident response, and system reliability.
• Working the US business hours (India night-time is a must ask)

Qualifications:

• Education: Bachelor's degree in Computer Science, Software Engineering, or related field.
• Typically required 5-7 years of experience; 3 years with a master's degree or equivalent work experience
• Experience: 8+ years in a technical role involving code review, incident investigation, and incident management.
• Technical Skills: Proficiency in Python, SQL, Batch Scripting; strong understanding of software architecture, debugging, and troubleshooting. Experience with incident management tools like Salesforce and code review tools Git, Bitbucket.
• Problem-Solving Skills: Ability to analyze complex issues quickly and determine effective solutions. Strong critical thinking and troubleshooting skills.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.

Preferred Qualifications:

• Certifications: Relevant certifications such as ITIL, AWS Certified Developer, or Certified ScrumMaster.
• Additional Experience: Experience with DevOps practices, CI/CD pipelines, and automation tools.

Why Join Us?

• Opportunity to work in a dynamic, fast-paced environment where your contributions directly impact our products and services.
• Collaborative team culture with a focus on continuous learning and professional growth.
• Competitive salary and benefits, with opportunities for advancement.

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”

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. 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.