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.
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