Application Support Analyst

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

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways through our year-round Q2 Change Makers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together.

From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact.

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers for our Q2 solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail. The ideal candidate has 2–4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset. Familiarity with Windows OS/Server troubleshooting, SQL, and enterprise application environments is preferred.

• 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‑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

• 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
• Experience supporting enterprise or mid‑sized software applications preferred
• Experience in fraud related support strongly preferred
• 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
• Customer service experience preferred; must provide respectful, solution‑oriented assistance
• Troubl…