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 an L3 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.
A Typical Day:
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
Bring Your Passion, Do What You Love. Here’s What We’re Looking For:
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 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
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
This position requires fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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.
Applicants in California or Washington State may not be exempt from federal and state overtime requirements
