Application Support Analyst

As Passionate About Our People As We Are About Our Mission

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.

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.

The Job At-A-Glance

Q2 is seeking an Associate to provide technical support to external customers using Q2 Solution. 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. Familiarity with Windows OS/Server and SQL is preferred.

A typical day includes:

• 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

Bring your passion, do what you love. Here's what we're looking for:

• Bachelor's degree in a relevant field or equivalent experience (0–2 years); advanced degree holders may apply with no experience
• Basic SQL skills a plus
• 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

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"

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impact—in the industry and in the community.

We are 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.