Q2
digital banking and lending solutions
SeniorEnterpriseApplicationEngineer
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“Senior Enterprise Application Engineer at Q2. Skills: expert-level troubleshooting, resolve technical issues, address root causes, enterprise software support, Windows Server, IIS configuration, Service management, Python, .NET, MS SQL, Q2 architecture. 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)”
What You'll Achieve.
support the Q2 platform with both internal and external customers; resolve technical issues; address root causes for multiple issues; solve customer needs; improve the overall supportability of the Q2 platform; resolve the customer’s problem in a production environment; better serve customers; ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
Industry & Context.
expert-level troubleshooting; resolve technical issues; address root causes; find the root cause of technical issues; resolve customer’s problem
24x7 “on call” support coverage, work non-standard hours as needed
What They're Looking For.
Must Have
5-7 years of related support experience with a Bachelor’s 3 years with a master's or equivalent work experience, Previous experience with enterprise/mid-sized software support or delivery experience required, Must have a understanding of remote tools and networking, Server and component experience with Windows Server (current and supported versions), IIS configuration, and Service management required, Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment, Ability to discuss technical concepts with non-technical customers, Must have excellent communication skills and can interact with C-level executives, organization skills needed and attention to detail, Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work, fluent written and oral communication in English
Nice to Have
Experience with Python and. NET programming a plus, Advanced database knowledge with MS SQL (current and supported versions) preferred, Previous knowledge of the banking industry and practices preferred, Expert level understanding of the Q2 architecture and process workflow needed
What You'll Do.
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)
third party communications
hardware configuration or other issues commonly encountered in systems operation in a networked environment
Lead the Q2 platform knowledge acquisition for the Support and Operations teams as a whole
and partner with Development to improve the overall supportability of the Q2 platform
Modify software as necessary including but not limited 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
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
and implement improvements to better serve customers
Cultivate cross-department communication
Obtain higher-level direction when needed from Development team
Responsible for ensuring that all security
confidentiality and privacy policies and controls are adhered to.
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
How You'll Work.
Team & Collaboration
partner with Development to improve the overall supportability of the Q2 platform; Cultivate cross-department communication, collaboration, and synergy; Enable the advancement of others on the team by providing technical guidance and feedback; conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting
Communication Scope
Ability to discuss technical concepts with non-technical customers; excellent communication skills; can interact with C-level executives; fluent written and oral communication in English
Process & Methodology
caseload management, prioritize accordingly
Full Job Description
# **As passionate about our people as we are about our mission.** **_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. **SUMMARY** Q2 is seeking an Enterprise Application Engineer to support the Q2 platform with both internal and external customers. The person in this position will provide expert-level troubleshooting for the Q2 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. **RESPONSIBILITIES** : • 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 network
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