Q2 · 1 day ago
Application Support Analyst
Austin, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expQ2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs. They are seeking an Application Support Analyst to provide mid-level technical support to external customers, resolve application issues, and document technical cases accurately.
Financial ServicesFinTech
No H1B
Responsibilities
Respond to inbound technical support calls for the Q2 Solution
Troubleshoot and resolve customer issues using documented tools and procedures
Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions
Establish case priority and update customers throughout the resolution process
Provide clear, step-by-step guidance and “how-to” assistance for product usage
Handle a high volume of cases efficiently while maintaining quality and professionalism
Own and manage an open case queue; prioritize escalated issues appropriately
Escalate unresolved issues to appropriate internal teams per established guidelines
Collaborate with development, implementation, and QA teams to resolve complex cases
Make data or configuration changes in production environments with high attention to detail
Test emergency product fixes or updates from the Product Development team when needed
Follow internal change control procedures for implementing product modifications
Ensure all activities comply with company policies regarding security, confidentiality, and availability
Participate in rotating 24x7 on-call support coverage
Communicate key customer concerns and trends to Operations Management
Develop strong relationships with customers, promoting a high standard of service and professionalism
Qualification
Required
Bachelor's degree in a relevant field or equivalent work experience
2–4 years of technical phone support experience or an advanced degree with relevant exposure
Familiarity with Windows OS and Windows Server troubleshooting
Basic understanding of SQL and ability to navigate relational databases
Knowledge of remote support tools and basic networking principles
Strong verbal and written communication skills
Highly organized with excellent attention to detail
Ability to learn and adapt to new technologies quickly
This position requires fluent written and oral communication in English
Applicants must be authorized to work for any employer in the U.S
Preferred
Experience supporting enterprise or mid-sized software applications
Customer service experience preferred; must provide respectful, solution-oriented assistance
Troubleshooting experience and banking domain knowledge are advantageous
Benefits
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”
Company
Q2 is a Financial Services company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Price
Chief Financial Officer
Himagiri Mukkamala
Chief Operating Officer
Recent News
2025-11-18
Company data provided by crunchbase