As passionate about our people as we are about our mission.

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

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.

RESPONSIBILITIES:

• Regularly troubleshoots 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 systems operation in a networked environment
• 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; Construction and scheduling of automated processes and creation of custom processing scripts
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system; Regularly updates customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines; Develop and maintain effective relationships with customers
• Manage an individual open case queue, while monitoring the team escalation queue; Regularly receives escalated cases from management, and must prioritize accordingly
• Regularly document and report product/application defects to Development team, and escalate unresolved problems to the appropriate resources in accordance with published guidelines
• 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
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Provide technical support training and guidance to customers and other team members including feedback to the first line agents to enhance performance and behavior, and coaching team members to help meet their performance goals and achieve results through mentoring; Assist in conducting technical assessments, as well as creating and delivering refresher training sessions
• Contribute to a knowledge/FAQ database for supported software
• Perform other duties and responsibilities as assigned

This will be supporting the Data Services Support team in monitoring ETL services. Ideal candidate will be willing to cover 10 AM - 7 PM CST shift.
 

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor's degree and 2+ years of related experience.
  Excellent documentation, analytical, and problem-solving skills and organizational skills required
• Strong customer satisfaction personality required, demonstrating initiative, self motivation, and a keen attention to detail
• Database knowledge with MS SQL 2005 or 2008 experience
• Server and component experience with Windows Server 2003, 2008 IIS configuration, and Service management required; Experience with Python and .net programming a plus.
• Enterprise/mid-sized software support or delivery experience preferred