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.

Summary

Q2 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)

Responsibilities

Respond 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 procedures
Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions
Establish case priority and update customers throughout the resolution process
Provide clear, step-by-step guidance and how-to assistance for product usage
Handle a high volume of cases efficiently while maintaining quality and professionalism
Own and manage an open case queue; prioritize escalated issues appropriately
Escalate unresolved issues to appropriate internal teams per established guidelines
Collaborate with development, implementation, and QA teams to resolve complex cases
Make data or configuration changes in production environments with high attention to detail
Test emergency product fixes or updates from the Product Development team when needed
Follow internal change control procedures for implementing product modifications
Ensure all activities comply with company policies regarding security, confidentiality, and availability
Participate in rotating 24x7 on-call support coverage
Communicate key customer concerns and trends to Operations Management
Develop strong relationships with customers, promoting a high standard of service and professionalism.

Experience And Knowledge

Bachelor's degree in a relevant field or equivalent work experience
3–4 years of technical phone support experience or an advanced degree with relevant exposure
Experience supporting enterprise or mid-sized software applications preferred
Familiarity with Windows OS and Windows Server troubleshooting
Basic understanding of SQL and ability to navigate relational databases
Knowledge of remote support tools and basic networking principles
Strong verbal and written communication skills
Highly organized with excellent attention to detail
Ability to learn and adapt to new technologies quickly
Customer service experience preferred; must provide respectful, solution-oriented assistance
Troubleshooting experience and banking domain knowledge are advantageous

This position requires fluent written and oral communication in English.

Health & Wellness

Hybrid Work Opportunities
Flexible 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.

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