Q2

Enterprise Application Engineer

Q2

full-time

Posted on:

Location Type: Hybrid

Location: Austin • New York, Texas • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

.NETPythonSQL

About the role

  • Provide L3 support for the Q2 Helix platform to internal and external customers
  • Troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 support
  • Troubleshoot/resolve customer problems including code defects, product configurations, networking, platform, third party communications, and hardware configuration
  • Support the implementations team with technical client setups and configurations
  • Modify software as necessary (change scripts, review application logs, update database tables, tune peripheral applications)
  • Construct and schedule automated processes and create custom processing scripts
  • Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
  • Contribute to team caseload management and receive escalated cases from management, prioritizing accordingly
  • Document and report product/application defects to Development team and escalate unresolved problems to appropriate resources
  • Serve as an escalation point and provide 24x7 on-call support coverage for escalated issues
  • Proactively research and implement improvements to better serve customers
  • Ensure adherence to security, availability, confidentiality and privacy policies and controls
  • Cultivate cross-department communication and provide technical guidance and training to team members

Requirements

  • 2 years of related support experience
  • Previous experience with enterprise/mid-sized software support or delivery
  • Strong understanding of remote tools and networking
  • Server and component experience with Windows Server (current and supported versions), IIS configuration, and Service management
  • Experience with Python and .NET programming a plus
  • Advanced database knowledge with MS SQL (current and supported versions) preferred
  • Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
  • Ability to discuss technical concepts with non-technical customers and handle tight timelines and demanding constraints
  • Previous knowledge of the banking industry and practices preferred
  • Expert level understanding of the Q2 architecture and process work flow needed
  • Strong organization skills and close 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
  • Applicants must be authorized to work for any employer in the U.S.; employer will not sponsor or take over sponsorship of an employment Visa
Benefits
  • Health & Wellness Benefits, including competitive health insurance offerings
  • Generous paid parental leave for eligible new parents
  • Hybrid Work Opportunities
  • Flexible Time Off
  • Career Development & Mentoring Programs
  • Ongoing learning opportunities and mentorship programs
  • Internal mobility
  • Community Volunteering & Company Philanthropy Programs (Spark Program)
  • Employee Peer Recognition Programs – “You Earned it”
  • “Circle of Awesomeness” award ceremony and day of employee celebration

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
L3 supporttroubleshootingPython.NETMS SQLIIS configurationdatabase managementautomated processescustom processing scriptsserver management
Soft skills
organizationattention to detailcommunicationprioritizationproblem-solvingcustomer serviceteam collaborationtechnical guidancetime managementadaptability