Q2 Software - Austin, TX
posted about 2 months ago
Q2 is seeking an Application Support Engineer (Enterprise C&C) to handle highly complex cases from external customers seeking technical support for the Q2 Solution. This is a technical support role that requires mid-sized application troubleshooting and support as well as a customer-centric personality. As a member of the team, the engineer will provide coaching and assistance to internal employees, helping them create their own solutions. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable. In this role, the engineer will provide first-line telephone technical support for the Q2 Solution, troubleshoot and resolve basic customer problems, and answer phone calls in a high-paced environment while maintaining acceptable service levels. They will accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details. The engineer will also establish and record case priority, de-escalate customer concerns, and provide resolution using available tools, procedures, instructions, and documents to resolve technical problems. The engineer will maintain in-depth knowledge of Q2 Solution usage to answer “how to” questions and provide step-by-step instructions to customers. They will document all research and conversations utilizing a case tracking system, provide regular updates to customers regarding ongoing troubleshooting and resolution efforts, and manage an individual open case queue while being assigned new cases daily. The engineer may receive escalated cases and tasks from customers or management and must prioritize accordingly, escalating unresolved problems to the appropriate resources and departments in accordance with published guidelines. Additionally, they will develop and maintain effective relationships with customers and follow internal change control processes to implement any required product modifications. The role may also involve assisting with testing emergency product fixes received from Product Development, making data or configuration edits in a production environment, and ensuring adherence to all security, availability, confidentiality, and privacy policies and controls. Participation in rotating 24x7 “on call” support coverage for all issues is also required, along with communication of customer status, concerns, and issues to Operations Management as needed, and collaboration with employees in other functions, such as implementations and development.