Application Support Analyst

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.SUMMARYQ2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution. This role involves responding to inbound customer calls, resolving application issues, and documenting technical cases with accuracy and detail. The ideal candidate has 3–4 years of experience in phone-based software support, strong communication and organizational skills, and a customer-first mindset. Familiarity with Windows OS/Server troubleshooting, SQL, and enterprise application environments is preferred.US Hours : Shift Timing - 6:30 PM to 3:30 AM (IST)RESPONSIBILITIESRespond to inbound technical support calls for the Q2 Solution.Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.Troubleshoot and resolve customer issues using documented tools and proceduresAccurately log all customer interactions, categorizing cases and capturing complete problem descriptionsEstablish case priority and update customers throughout the resolution processProvide clear, step-by-step guidance and “how-to” assistance for product usageHandle a high volume of cases efficiently while maintaining quality and professionalismOwn and manage an open case queue; prioritize escalated issues appropriatelyEscalate unresolved issues to appropriate internal teams per established guidelinesCollaborate with development, implementation, and QA teams to resolve complex casesMake data or configuration changes in production environments with high attention to detailTest emergency product fixes or updates from the Product Development team when neededFollow internal change control procedures for implementing product modificationsEnsure all activities comply with company policies regarding security, confidentiality, and availabilityParticipate in rotating 24x7 on-call support coverageCommunicate key customer concerns and trends to Operations ManagementDevelop strong relationships with customers, promoting a high standard of service and professionalism.EXPERIENCE AND KNOWLEDGEBachelor’s degree in a relevant field or equivalent work experience3–4 years of technical phone support experience or an advanced degree with relevant exposureExperience supporting enterprise or mid-sized software applications preferredFamiliarity with Windows OS and Windows Server troubleshootingBasic understanding of SQL and ability to navigate relational databasesKnowledge of remote support tools and basic networking principlesStrong verbal and written communication skillsHighly organized with excellent attention to detailAbility to learn and adapt to new technologies quicklyCustomer service experience preferred; must provide respectful, solution-oriented assistanceTroubleshooting experience and banking domain knowledge are advantageousThis position requires fluent written and oral communication in English. 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.