Partner Success Engineer

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.The Job At-A-Glance:Q2 is seeking a Partner Success Engineer to handle inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution. This is an intermediate technical support role that requires advanced application troubleshooting and support skills as well as a strong customer focus. Qualified candidates must have experience with ticket-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with full stack application troubleshooting and SQL experience is required.A Typical Day:Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, or other issues commonly encountered in systems operation in a networked environmentLead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platformModify software as necessary including, but not limited to changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment.  Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution effortsContribute, as needed, to team caseload managementBuild solutions to improve overall team efficiencies in the Q2 developer programRegularly receive escalated cases from management, and must prioritize accordinglyRoute tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status.Regularly document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources.Proactively seek out, research, and implement improvements to better serve customersResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Cultivate cross-department communication, collaboration, and synergyShare best practices with team members to enhance the quality and efficiency of customer supportObtain higher-level direction when needed from Development teamEnable the advancement of others on the team by providing technical guidance and feedbackMay be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshootingBring Your Passion, Do What You Love. Here’s What We’re Looking For:Typically requires 5 years of related support experience, including full-stack application support.Previous experience with enterprise/mid-sized software support or delivery experience requiredServer experience with Windows and/or Linux administration, including web servers such as IIS, NGINX, or others.Experience with Python programming preferredAdvanced database knowledge with MS SQL (current and supported versions) Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environmentAbility to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints neededExperience with cloud or container-based infrastructure preferredPrevious knowledge of the banking industry and practices preferredExpert level understanding of the Q2 architecture and process workflow preferredMust have excellent communication skills and have the ability to interact with C-level executivesStrong organization skills needed and must pay close attention to detailMust be able to work non-standard hours as needed to support on-call team members and perform scheduled workThis 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 & WellnessHybrid Work OpportunitiesFlexible 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.Applicants in California or Washington State may not be exempt from federal and state overtime requirements