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.The Job At-A-Glance:Q2 is seeking a Enterprise Application Engineer (EAE) to support complex issues, troubleshoot problems within various internal and external customers for our Helix service. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with software applications and recommends corrective action. Documents customer interaction and recurring technical issues to support product quality programs and product development. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. This role will assist in developing new process, help create support efficiencies and expand support's ability to dig deep into development issues. As an EAE in the Helix support organization, this person will be exceptionally detail-oriented, an energetic self-starter who can work independently and in group settings with others.A Typical Day:Partner with clients and internal teams to understand business and development processesDevelop and perform quality assurance check points within your team to ensure quality and timely deliveryTake ownership of your team’s business results by developing and leading training and execution plansMonitors and impacts key metrics and efficienciesProblem-solve and/or troubleshooting complex software, hosting or vendor related issuesEstablish strong working and strategic relationships to socialize initiatives and get buy-in across functionsCreate and implement tools that increase quality, security and productivity Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered toTrack status and provide updates in relation to support initiatives Work closely with Development and other teams to ensure client satisfaction Bring Your Passion, Do What You Love. Here's What We're Looking For:Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.Strong MS SQL skills: Understanding of DB Design and TSQL query language as related to Enterprise software configuration, installation and debuggingOperation System, Hardware configuration and Network troubleshooting skills required with packet analysis valuedConfiguration and deployment experience with Web ServicesSome knowledge of HTML helpfulExperience with MSFT end-to-end, Azure, C#, .NET Framework, SQL, Python and other scripting languagesStrong troubleshooting, diagnostic and analytical skills for problem solvingAttention to detail, exceptional follow-through, the ability to prioritize, stay organized, and multi-task in a fast-paced environmentA relentlessly positive dispositionExcellent people and teamwork skillsAbility to train individuals 1-on-1 and in a classroom environmentThe ability to remain calm, diplomatic, and cooperative under stressful conditionsStrong written and oral communication skillsFinancial Services experience is a plus#LI-BW1Applicants 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 & WellnessHybrid & Remote Work Opportunities Flexible Time OffCareer Development & Mentoring Opportunities Generous Retirement Benefit Plans, including a company-matching HSA program.Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parentsCommunity Volunteering & Company Philanthropy ProgramsEmployee 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, Ladders for Leaders, 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.
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