Application Engineer

• 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

Enterprise Application Engineer

Endpoint Applications Engineer

Senior Application Engineer

Cloud & Application Security Engineer

Application Support Engineer

Applications Engineer, Level 3