Data Services Support

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

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

RESPONSIBILITIES:

• Regularly troubleshoots complex client application, integration and environment issues escalated from Tier 1 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
• 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, requiring extreme care and attention to detail; Construction and scheduling of automated processes and creation of custom processing scripts
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system; Regularly updates customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines; Develop and maintain effective relationships with customers
• Manage an individual open case queue, while monitoring the team escalation queue; Regularly receives 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 in accordance with published guidelines
• Establish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development)
• Follow internal change control process to implement any required product modifications
• Participate in rotating 24x7 “on call” support coverage for escalated issues
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Provide technical support training and guidance to customers and other team members including feedback to the first line agents to enhance performance and behavior, and coaching team members to help meet their performance goals and achieve results through mentoring; Assist in conducting technical assessments, as well as creating and delivering refresher training sessions
• Contribute to a knowledge/FAQ database for supported software
• Perform other duties and responsibilities as assigned

This will be supporting the Data Services Support team in monitoring ETL services. Ideal candidate will be willing to cover 10 AM - 7 PM CST shift.
 

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor's degree and 2+ years of related experience.
  Excellent documentation, analytical, and problem-solving skills and organizational skills required
• Strong customer satisfaction personality required, demonstrating initiative, self motivation, and a keen attention to detail
• Database knowledge with MS SQL 2005 or 2008 experience
• Server and component experience with Windows Server 2003, 2008 IIS configuration, and Service management required; Experience with Python and .net programming a plus.
• Enterprise/mid-sized software support or delivery experience preferred
• Understanding of remote tools and networking required
• Ability to remain patient and discuss technical concepts with non-technical customers, and deal with ambiguity, tight timelines and demanding constraints
• Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
• Expert in Q2 interconnectivity and troubleshooting of software components
• Innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs
• Knowledge of banking practices is helpful

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.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.