Enterprise Application Engineer

As passionate about our people as we are about our mission.

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.

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.

Q2 is seeking a Support Engineer to support the Q2 Helix platform with both internal and external customers. The person in this position will provide skilled troubleshooting for the Q2 Helix 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

• Support the implementations team with technical client setups and configurations

• 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 receive escalated cases from management, and must prioritize accordingly

• 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

• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.

• Cultivate cross-department communication, collaboration, and synergy

• Obtain higher-level direction when needed from Development team

• Enable the advancement of others on the team by providing technical guidance and feedback

• May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting

• 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

• Experience with Python and .NET programming a plus

• Advanced database knowledge with MS SQL (current and supported versions) preferred

• Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner…