Application Support Specialist

Responsibilities

• Troubleshoot and resolve customer issues involving application behavior, product configurations, integrations, and data workflows
• Handle complex problems escalated from Tier 1 support, collaborating with Development, QA, and Implementation teams as needed
• Modify production environments with high attention to detail—updating scripts, analyzing logs, and executing controlled database changes
• Perform data manipulation and transformation using T-SQL or similar scripting techniques
• Accurately record and categorize all customer interactions in the case management system, maintaining complete and timely documentation
• Communicate technical updates to customers via phone, email, or CRM tools, ensuring transparency and professionalism
• Escalate product bugs, critical incidents, and unresolved cases according to established guidelines
• Own and manage an individual case queue while contributing to team-level workload balancing
• Follow internal change control procedures for all modifications to ensure stability and compliance
• Contribute to ongoing process improvement and knowledge base documentation
• Participate in 24x7 rotating on-call support coverage as required
• Support internal training initiatives by sharing knowledge and assisting teammates with complex cases
• Ensure compliance with Q2’s policies related to security, availability, confidentiality, and privacy

Requirements

• Bachelor’s degree in a relevant technical field or equivalent experience
• 2–4 years of technical support experience, or an advanced degree with relevant exposure to application support concepts
• Proficiency in SQL (T-SQL preferred); able to write, troubleshoot, and optimize queries
• Exposure to scripting for data manipulation or automation is a plus
• Understanding of software support tools, log analysis, and basic networking principles
• Experience supporting enterprise or mid-sized applications in production environments
• Strong verbal and written communication skills; able to clearly explain technical issues to varied audiences
• Highly organized, detail-oriented, and able to manage competing priorities
• Ability to quickly learn new technologies and adapt in a fast-paced environment
• Experience in customer-facing technical roles is preferred
• Knowledge of banking systems or financial software is advantageous

Qualifications

• Fluent written and oral communication in English
• Authorized to work for any employer in the U.S.