Product Support Analyst

As passionate about our people as we are about our mission. Why Join Q2? 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.

What Makes Q2 Special? 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 a Product Support Analyst to join the Customer Enablement & Support team supporting our Relationship Profitability solution. This role serves some of Precision Lender's largest and most complex financial institution clients. The Product Support Analyst will work directly alongside Customer Enablement Consultants (CECs) to deliver coordinated, high-quality outcomes for customers within an assigned portfolio. This individual will play a critical role in the customer journey by identifying opportunities to enhance the user experience and reduce friction by collaborating closely with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous improvement across the platform.

This person brings energy and curiosity around AI tools, automation, and workflow design, and will help reimagine how we support customers so they have the best experience possible.

• Serve as the dedicated support point of contact for global segment financial institution clients, managing inquiries related to product features, configurations, and system functionality via phone and email
• Partner directly with Customer Enablement Consultants supporting global FI clients to ensure coordinated, timely, and high-quality support outcomes
• Guide users on best practices for utilizing the core application and associated modules to maximize value
• Investigate and troubleshoot reported bugs, gather technical details, and elevate issues as needed in partnership with senior team members
• Maintain and improve process documentation including troubleshooting runbooks, workflow guides, and support playbooks
• Develop and update user-friendly self-service content for the Knowledge Base to empower client success and reduce inbound volume
• Identify, test, and implement AI tools, automation workflows, and process improvements that reduce manual effort, improve resolution speed, and raise the overall quality of the support motion
• Develop deep familiarity with global client environments, configurations, and recurring issue patterns to enable faster and more accurate resolution over time

• Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
• A great communicator. You have the gift of explaining complicated things simply with stellar written and verbal communication skills — including with sophisticated enterprise audiences
• Empathetic. You care deeply about the client and providing…