Application Support Developer

Overview

Provide L2/L3 production support for Q2 Symphonix Cloud Lending customers and help them achieve success with the cloud-based lending platform. Resolve complex technical issues, improve product adoption and deliver a positive customer experience as part of the Customer Success Engineering team.

What you'll do

• Provide L2/L3 production support for customers across global support geographies, including India (Bangalore), Australia (Sydney) and North America (Austin, TX/San Mateo, CA).
• Serve as the subject matter expert for Cloud Lending products.
• Enable clients to maximize utilization of the Cloud Lending Product suite and ease product adoption.
• Help customers develop proficiency by resolving reported case incidents, identifying root causes and preventing problems.
• Deliver a positive customer engagement experience while meeting and exceeding service SLAs.
• Foster customer loyalty through each support interaction.
• Work directly with Product and Development teams to improve the user experience and product roadmap through product feedback and change request management.
• Advocate for quality throughout the product life cycle, collaborating with Product, Development, QA and clients for new releases.
• Work individually and collaboratively to deliver solutions in live production systems.
• Provide 24x7 on-call support coverage for escalated issues.
• Ensure adherence to all security, availability, confidentiality and privacy policies and controls.
• Work with application administrators to ensure adherence to support best practices.

What you'll need

• A Bachelor's degree in Computer Science and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
• 3+ years support experience.
• Experience with cloud-based technology, including CSS, JSON, APEX and JAVA.
• Experience with Software Development Life Cycle and production support.
• Experience managing critical customer issues and delivering creative solutions in a timely manner.
• Demonstrated ability to manage multiple cases and work on assigned tasks and meet deliverable timelines consistently.
• Experience in the FinTech or Banking Industries.
• Fluent written and oral communication in English.

Nice to have

• Experience with Salesforce administration and/or development.
• Familiarity with JIRA and Confluence.

Details

• Location: Bangalore, India.
• Hybrid work opportunities.
• 24x7 on-call support coverage for escalated issues.