Senior Application Support Analyst

Overview

Q2 is seeking a Senior Application Support Analyst to provide advanced technical support for the Q2 Solution, troubleshooting complex escalated issues across application layers, integrations and environments while mentoring team members.

What you'll do

• Troubleshoot and resolve complex technical issues escalated from Tier 1 support, including code defects, integrations, configurations, networking and server-related challenges
• Modify production environments as needed, including adjusting scripts, reviewing logs, updating database tables and tuning applications, adhering to change control policies
• Document case history, actions taken and resolution thoroughly in the case management system
• Communicate effectively with customers via phone, email and CRM tools, providing timely updates and resolutions
• Receive and manage escalated cases from management or other support tiers, prioritizing and resolving them efficiently
• Escalate unresolved or critical defects to appropriate internal teams (e.g., Development, QA) and track to closure
• Manage personal case queue while monitoring team escalation queues and assisting with load balancing when needed
• Identify recurring issues and contribute to root cause analysis and preventive measures
• Develop and maintain strong working relationships with internal cross-functional teams (e.g., Development, QA, Implementation, Infrastructure)
• Participate in the quarterly rotational on-call schedule for after-hours escalations
• Provide technical guidance and informal mentoring to junior team members
• Contribute to and maintain internal knowledge bases and FAQs
• Support training initiatives by sharing expertise with customers and team members
• Ensure all activities are compliant with Q2's security, privacy and availability policies

What you'll need

• Typically 5–8 years of experience in application support; 3+ years with a relevant master's degree
• Subject Matter Expert (SME) in the Q2 application with deep understanding of core components
• Strong experience with T-SQL and Windows SQL Server troubleshooting
• Experience supporting applications in a hosted or SaaS environment
• Knowledge of Windows Server, including IIS configuration and service management
• Excellent troubleshooting and problem-solving skills with the ability to resolve most issues independently
• Effective documentation and communication skills for both technical and non-technical audiences
• Strong time management and organizational skills, with the ability to prioritize multiple assignments in a fast-paced environment
• A customer-first attitude with a proactive, self-motivated approach to support
• Fluent written and oral communication in English

Nice to have

• Familiarity with Python or .NET
• Experience in the banking or financial services domain

Details

• Location: Bangalore, India
• Hybrid work
• Periodic participation in on-call rotation
• Phone-based and written customer support