Application Support Developer
Q2 Software, Inc
Bangalore, India
6h ago

Q2 is seeking an Application Support Engineer to support the Q2 platform with both internal and external customers. The person in this position will provide expert-level troubleshooting for the Q2 solution, resolve technical issues, or address root causes for multiple issues.

Successful candidates must have the innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs.

RESPONSIBILITIES :

  • Regularly troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 support
  • Troubleshoot / resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment
  • Modify 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.
  • Construction and scheduling of automated processes and creation of custom processing scripts

  • Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
  • Contribute, as needed, to team caseload management
  • Regularly document and report product / application defects to Development team, and escalate unresolved problems to the appropriate resources
  • Serve as an escalation point for other team members who rotate to provide 24x7 on call support coverage for escalated issues
  • Proactively seek out, research, and implement improvements to better serve customers
  • Cultivate cross-department communication, collaboration, and synergy
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
  • Obtain higher-level direction when needed from Development team
  • EXPERIENCE AND KNOWLEDGE :

  • 2 years of related support experience
  • Previous experience with enterprise / mid-sized software support or delivery experience required
  • Must have a strong understanding of remote tools and networking
  • Server and component experience with Windows Server (current and supported versions), IIS configuration, and Service management required
  • Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment
  • Ability discuss technical concepts with non-technical customers, deal tight timelines and demanding constraints needed
  • Previous knowledge of the banking industry and practices preferred
  • Expert level understanding of the Q2 architecture and process work flow needed
  • Must have excellent communication skills and have the ability to interact with C-level executives
  • Strong organization skills needed and must pay close attention to detail
  • Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work
  • Apply
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