Product Support Engineer

{"description": " As passionate about our people as we are about our mission.

Why Join Q2?

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.

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 innovative and passionate Application Support Developer to help Q2 Alt-Fi Cloud Lending customers achieve success on our powerful cloud-based lending platform.

As part of our Customer Success Engineering team, you will help Q2 Cloud Lending customers on their journey to success. You will help deliver production support, solve complex, technical issues for mission-critical lending customers, as they unlock the value of the Cloud Lending platform. Working with application administrators, ensure adherence to support best practices. This team member will demonstrate a strong quality-focused background and work cross-functionally within Support, and across Product, Development and Professional Services teams, to deliver the best user experience with the Cloud Lending platform.

RESPONSIBILITIES:

Cloud Lending Application Developers provide L2/L3 production support for customers across our global support geographies, including India (Bangalore), Australia (Sydney) and North America (Austin, TX/San Mateo, CA)

• Serve as the subject matter expert for Cloud Lending's products, while enabling clients to maximize utilization of the Cloud Lending Product suite, easing product adoption.
• Investigate and resolve moderately complex application issues raised by users or internal support teams
• Provide functional and technical support to end users, explaining system behavior and guiding them through solutions
• Develop and test small-scale enhancements or bug fixes to improve system functionality

• Help customers develop proficiency through resolution of reported case incidents, identification of root cause and problem prevention.

• Deliver a positive customer engagement experience while meeting and exceeding service SLA's.

• Successful candidates will help foster customer loyalty with each support interaction.

• Work directly with Product and Development teams to improve the user experience and product roadmap through product feedback and change request management.
• Participate in software deployments, data validations, and system upgrade activities

• Be a quality advocate throughout the product life cycle, collaborating with Product, Development, QA and Clients for new releases.

• Work individually and collaboratively to deliver solutions in live production systems

• 24x7 \"on call\" support coverage for escalated issues

• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.

EXPERIENCE AND KNOWLEDGE :

• Typically requires a Bachelor's degree in Computer Science and a minimum of 3 years of related experience; or an advanced degree without experience; or equivalent work experience

• Experience with cloud-based technology (CSS, JSON, APEX, JAVA, etc.)

• Experience with Software Development Life Cycle, and production support.

• Experience managing critical customer issues and deliver creative solutions in a timely manner

• Demonstrated ability to manage multiple cases, and work on assigned tasks and meet deliverable timelines consistently.

PREFERRED:

• Familiarity with JIRA and Confluence

• Experience in the FinTech or Banking Industries

• Experience with Salesforce (administration and/or development) desired

This position requires fluent written and oral communication in English.

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.

Our Culture & Commitment:

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. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). 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.", "salary_raw": "Row(double=None, string=None)"}