Associate Application Support Analyst

Q2 is seeking an Associate Application Support Analyst to provide technical support to external customers using the Q2 Solution. The role focuses on phone‑based troubleshooting, case documentation, and issue resolution across mid‑sized applications. Familiarity with Windows OS/Server and SQL is preferred.

• Provide first‑line telephone technical support for Q2 Solution
• Diagnose and resolve basic customer problems in a timely manner
• Accurately record, categorize, and document all customer interactions using a case tracking system
• Establish case priorities and provide regular updates on open issues
• De‑escalate customer concerns and manage expectations
• Use available tools, procedures, and documentation to resolve technical problems
• Provide step‑by‑step guidance and “how‑to” assistance to customers
• Manage individual open case queue and handle new assignments daily
• Escalate unresolved issues to appropriate teams per guidelines
• Perform data or configuration changes in production environments with high attention to detail
• Test emergency product fixes from the development team when required
• Follow internal change control procedures for product modifications
• Ensure compliance with security, availability, confidentiality, and privacy policies
• Collaborate with internal teams (implementation, development, etc.)
• Communicate key customer issues to Operations Management as needed
• Participate in 24x7 rotational shifts and on‑call coverage

• Bachelor’s degree in a relevant field or equivalent experience (0–2 years); advanced degree holders may apply with no experience
• Intermediate SQL skills required
• Understanding of remote support tools and basic networking concepts
• Previous experience in software support or delivery (enterprise/mid‑size preferred)
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Ability to quickly learn new software and technologies
• Customer service experience preferred; must demonstrate a respectful and helpful approach
• Troubleshooting experience is a plus
• Knowledge of banking practices is helpful

This position requires fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S. and we are unable to sponsor or take over sponsorship of an employment visa at this time.

• Competitive health insurance and mental health resources
• Generous paid parental leave for eligible new parents
• Flexible time off and hybrid work opportunities
• Career development and mentoring programs
• Community volunteering and company philanthropy initiatives

Q2 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements.