Software Engineer

Developer Support Engineer

Q2 is seeking a Developer Support Engineer to handle inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution. This is an intermediate technical support role that requires advanced application troubleshooting and support skills as well as a strong customer focus. Qualified candidates must have experience with ticket-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with full stack application troubleshooting and SQL experience is required.

A Typical Day:

• Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, or other issues commonly encountered in systems operation in a networked environment
• Lead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platform
• 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
• Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
• Contribute, as needed, to team caseload management
• Build solutions to improve overall team efficiencies in the Q2 developer program
• Regularly receive escalated cases from management, and must prioritize accordingly
• Route tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status
• Regularly document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources
• Proactively seek out, research, and implement improvements to better serve customers
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Cultivate cross-department communication, collaboration, and synergy
• Share best practices with team members to enhance the quality and efficiency of customer support
• Obtain higher-level direction when needed from Development team
• Enable the advancement of others on the team by providing technical guidance and feedback
• May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting

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

• Typically requires a Bachelor’s degree in Computer Science or equivalent experience and may require up to 2 years of related experience; or an advanced degree without experience.
• Previous experience with enterprise/mid-sized software support or delivery experience required
• Server experience with Windows and/or Linux administration, including web servers such as IIS, NGINX, or others.
• Experience with Python programming preferred
• Advanced database knowledge with MS SQL (current and supported versions)
• Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
• Ability to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints needed
• Experience with cloud or container-based infrastructure preferred
• Previous knowledge of the banking industry and practices preferred
• Expert level understanding of the Q2 architecture and process workflow preferred
• Must have excellent communication skills and have the ability to interact with C-level executives
• Strong organization skills needed and must pay close attention to detail
• Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work

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.