Application Support Specialist
Austin, TX

Job Description

Q2 is looking for an Application Support Specialist to support complex issues, troubleshoot problems within various internal and external customers, and configure and maintain software platforms within production environments. The Application Support Specialist will also engage in the massaging of data through various scripting techniques, insert data into MS SQL database via TSQL, move data from customers to 3rd party vendors, process improvement, customer service and more. As a member of the team, the Specialist will enhance the value of the Q2 solution by repairing, maintaining, and improving the efficiency of custom software component installations and configurations within a 24/7 production environment.

RESPONSIBILITIES:

* 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
* Regularly troubleshoot 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 system operation in a networked environment
* Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines
* Provide great customer support through direct customer contact, including by phone, email, and case documentation
* Manage an individual open case queue, while monitoring the team escalation queue and regularly receive escalated cases from management, and prioritize accordingly
* 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 different shifts and rotating 24x7 "on call" support coverage for escalated issues
* Provide technical support training and guidance to customers and other team members
* Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

EXPERIENCE AND KNOWLEDGE:

* At least one year of related experience required
* Must have a solid understanding of the Q2 application and be a Subject Matter Expert (SME) in most areas of the application while possessing deep, specialized knowledge about those components
* Previous experience in applicable skills such as T-SQL, Python, to include having experience supporting software in a hosted solutions environment
* Enterprise/mid-sized software customer facing support or delivery experience required
* Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort
* Server and component experience with Windows Server (latest and currently-supported versions), IIS configuration, and Service management
* Excellent documentation, analytical, and problem-solving skills and organizational skills
* A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail
* Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
* Knowledge of banking practices is helpful