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

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

Q2 is seeking an L3 Support Engineer to support the Q2 platform with both internal and external customers.  The person in this position will provide expert-level troubleshooting for the Q2 solution, resolve technical issues, or address root causes for multiple issues. Successful candidates must have the innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs.

RESPONSIBILITIES:

Regularly troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 supportTroubleshoot/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 environmentLead the Q2 platform knowledge acquisition for the Support and Operations teams as a whole, and partner with Development to improve the overall supportability of the Q2 platformModify 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 scriptsRegularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution effortsContribute, as needed, to team caseload managementRegularly receive escalated cases from management, and must prioritize accordinglyRegularly document and report product/application defects to Development team, and escalate unresolved problems to the appropriate resourcesServe as an escalation point for other team members who rotate to provide 24x7 “on call” support coverage for escalated issuesProactively seek out, research, and implement improvements to better serve customersResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Cultivate cross-department communication, collaboration, and synergyObtain higher-level direction when needed from Development teamEnable the advancement of others on the team by providing technical guidance and feedbackMay be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting

EXPERIENCE AND KNOWLEDGE:

2 years of related support experiencePrevious experience with enterprise/mid-sized software support or delivery experience requiredMust have a strong understanding of remote tools and networkingServer and component experience with Windows Server (current and supported versions), IIS configuration, and Service management requiredExperience with Python and .NET programming a plusAdvanced database knowledge with MS SQL (current and supported versions) preferredMust have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environmentAbility discuss technical concepts with non-technical customers, deal tight timelines and demanding constraints neededPrevious knowledge of the banking industry and practices preferredExpert level understanding of the Q2 architecture and process work flow neededMust have excellent communication skills and have the ability to interact with C-level executivesStrong organization skills needed and must pay close attention to detailMust be able to work non-standard hours as needed to support on-call team members and perform scheduled work

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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”

Click here to find out more about the benefits we offer.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.