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Q2 · 1 day ago

Enterprise Application Engineer

Austin, TX

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, and fintechs. They are seeking an Enterprise Application Engineer to support the Q2 Helix platform by troubleshooting complex client applications and resolving technical issues for both internal and external customers.

Financial ServicesFinTech

No H1B

Responsibilities

Regularly troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 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

Support the implementations team with technical client setups and configurations

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. Construction and scheduling of automated processes and creation of custom processing scripts

Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts

Contribute, as needed, to team caseload management

Regularly receive 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

Serve as an escalation point for other team members who rotate to provide 24x7 “on call” support coverage for escalated issues

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

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

Qualification

Technical troubleshootingWindows ServerMS SQLPython.NET programmingNetworkingCustomer serviceCommunication skillsOrganization skillsTeam collaboration