Application Support Analyst

About the Role

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 to build strong and diverse communities through innovative financial technology by empowering our people to help create success for our customers.

This role is ideal for someone with strong communication skills, a customer-first attitude, and a background in application support. The position involves phone-based troubleshooting, case documentation, and issue resolution across mid-sized applications.

What Makes Q2 Special

• Celebrate employees through awards like the “Circle of Awesomeness” and day of employee celebration
• Invest in growth and development via learning opportunities, mentorship programs, internal mobility, and leadership relationships
• Foster trust and collaboration through fun events like the annual Dodgeball for Charity at Q2 Stadium in Austin

Responsibilities

• Provide first-line telephone technical support for Q2 Solution
• Troubleshoot 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

Requirements

• 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-sized 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
• Fluent written and oral communication in English
• Authorized to work for any employer in the U.S. (no visa sponsorship available)

Benefits

• Hybrid work opportunities
• Flexible time off
• Career development and mentoring programs
• Competitive health insurance offerings
• Generous paid parental leave for eligible new parents
• Community volunteering and company philanthropy programs
• Employee peer recognition programs (“You Earned it”)
• Resources for physical, mental, and professional well-being
• Spark Program for volunteer work and nonprofit support

Schedule

Participation in 24x7 rotational shifts and “on-call” coverage is required.