- 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 customers problem in a production setting.
- 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
- 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 the 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 th

📌 Application Support Engineer (Bengaluru)
🏢 Q2
📍 Bengaluru