Application Support Analyst- Helix



IT, Customer Service
Austin, TX, USA
Posted on Friday, September 15, 2023

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?

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 Application Support Analyst to support complex issues and troubleshoot problems within various internal and external customers for our Helix service. This candidate should have the ability to resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Possessing interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. The ability to troubleshoot problems with software applications and recommends corrective action. Documenting customer interaction and recurring technical issues to support product quality programs and product development. Identifying and communicating areas of improvements in client experience to enhance products and services. Serving as a customer advocate while being able to recommend and implement client feedback that influences and supports business decisions. Ability to collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.

A Typical Day:

  • 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

  • Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, third party communications, or other issues commonly encountered in system operation in a Software as a Service (SaaS) environment.

  • Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or incident management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines

  • Manage an individual open case queue, while monitoring the team escalation queue

  • Regularly receive escalated cases from management, and prioritize accordingly

  • Document and report product/application defects to Enterprise Application Engineering (EAE), and/or Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelines

  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.

  • 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

  • Provide technical support training and guidance to customers and other team members.

  • Contribute to a knowledge/FAQ database.

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

  • Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience ​

  • Previous experience in applicable skills such as T-SQL, or Python, to include having experience supporting software in a hosted solutions environment a plus

  • Enterprise/mid-sized software support or delivery experience a plus

  • Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort

  • Previous Windows SQL/TSQL experience preferred

  • Experience with Python and .net programming a plus

  • 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

  • Must have positive mindset and ability to collaborate in a team setting

  • Previous remote work experience a plus but not mandatory.

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 & Remote Work Opportunities

  • Flexible Time Off

  • Career Development & Mentoring Opportunities

  • Generous Retirement Benefit Plans, including a company-matching HSA program.

  • Health & Wellness Benefits, including a 12-weeks of 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, Ladders for Leaders, 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.