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 The Job At-A-Glance Q2 is seeking a Software Engineer in Support to handle inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution This is an senior support and development role that requires advanced application troubleshooting and support skills as well as a strong customer focus The role also requires development skills to remediate defects and to build tools to improve team efficiencies Qualified candidates must have experience with ticket-based application support strong communication and organization skills development experience with Python and SQL and must pay close attention to detail Familiarity with full stack application troubleshooting is required Responsibilities A Typical Day Troubleshoot resolve customer problems of complex nature such as code defects product configurations files or data networking platform third party communications or other issues commonly encountered in systems operation in a networked environment Lead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platform 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 Regularly update customers via phone email or client relationship management tool of ongoing troubleshooting and resolution efforts Contribute as needed to team caseload management Build solutions to improve overall team efficiencies in the Q2 developer program including using AI or building tools with AI to create a more effective organization Regularly receive escalated cases from management and must prioritize accordingly Route tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status Regularly document and report product application defects to Development team and escalate unresolved problems to the appropriate resources 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 Share best practices with team members to enhance the quality and efficiency of customer support 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 RequirementsTypically requires a Bachelor s degree and a minimum of 5 years of related experience or an advanced degree with 3 years of experience or equivalent related work experience Previous experience with enterprise mid-sized software support or delivery experience required Must have a solid understanding of remote tools and networking Experience with source code management GitLab and build deployment tools Nomad Jenkins 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 within a high-pressure environment Ability to discuss technical concepts with non-technical customers deal with 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 Strong attention to detail is required Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work RESPONSIBILITIES Design implement integrate and test software solutions of moderate complexity comprised of Windows- and Linux-based front-end and back-end components that interact with end users and integrate with internal and external services Work individually and collaboratively to deliver solutions in live production systems Support maintain and resolve problems for custom features in live production systems with occasional on-call availability Responsible for ensuring that all security availability confidentiality and privacy policies and controls are adhered to Assist and mentor teammates to provide technical leadership and evangelize best practices EXPERIENCE AND KNOWLEDGE Occasional availability for on-call emergency support Ability to work flexible hours when necessary for deadlines and off-hours installations Must have prior experience of working with global teams spread across geographies Must have flexibility to work in IST evening hours to provide sufficient overlap with peer teams in US support the US based customers sufficiently This position requires fluent written and oral communication in English Health WellnessHybrid 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