SUMMARYQ2 is seeking an Application Support Specialist to join Premier Services Dedicated Support - a team dedicated to financial institutions that run their digital presence on the Q2 Digital Banking Platform. Behind every account we support are real people checking balances, moving money, and trusting their bank to work, and Premier Services exists to keep that experience reliable for the institutions that count on us most. You'll join a close-knit group of technical specialists who take real ownership of their work, support one another, and care about doing right by the customer. If you want your work to have a direct, visible impact on how people bank - alongside a team that values trust, accountability, and follow-through - Premier Services is where that happens.
RESPONSIBILITIES• Troubleshoot and resolve customer issues involving application behavior, product configurations, integrations, and data workflows
• Handle complex problems escalated from Tier 1 support, collaborating with Development, QA, and Implementation teams as needed
• Modify production environments with high attention to detail-updating scripts, analyzing logs, and executing controlled database changes
• Perform data manipulation and transformation using T-SQL or similar scripting techniques
• Accurately record and categorize all customer interactions in the case management system, maintaining complete and timely documentation
• Communicate technical updates to customers via phone, email, or CRM tools, ensuring transparency and professionalism
• Escalate product bugs, critical incidents, and unresolved cases according to established guidelines
• Own and manage an individual case queue while contributing to team-level workload balancing
• Follow internal change control procedures for all modifications to ensure stability and compliance
• Contribute to ongoing process improvement and knowledge base documentation
• Participate in 24x7 rotating on-call support coverage as required
• Support internal training initiatives by sharing knowledge and assisting teammates with complex cases
• Ensure compliance with Q2's policies related to security, availability, confidentiality, and privacy
EXPERIENCE AND KNOWLEDGE• Bachelor's degree in a relevant technical field or equivalent experience
• 2-4 years of technical support experience, or an advanced degree with relevant exposure to application support concepts
• Proficiency in SQL (T-SQL preferred); able to write, troubleshoot, and optimize queries
• Exposure to scripting for data manipulation or automation is a plus
• Understanding of software support tools, log analysis, and basic networking principles
• Experience supporting enterprise or mid-sized applications in production environments
• Strong verbal and written communication skills; able to clearly explain technical issues to varied audiences
• Highly organized, detail-oriented, and able to manage competing priorities
• Ability to quickly learn new technologies and adapt in a fast-paced environment
• Experience in customer-facing technical roles is preferred
• Knowledge of banking systems or financial software is advantageous
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.
