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Job Description
Structured overview of role & requirementsAbout This Role
Provide L2/L3 production support for Q2 Cloud Lending platform customers globally, focusing on resolving complex technical issues and ensuring service SLAs are met.
Serve as subject matter expert to enable customers to maximize use and adoption of Cloud Lending products, including root cause analysis and problem prevention.
Collaborate with Product and Development teams to improve user experience and product quality throughout the software lifecycle, including 24x7 on-call support for escalations.
Minimum Requirements
Bachelor’s degree in Computer Science or equivalent work experience.
Minimum 2 years related experience with cloud-based technologies and production support (3+ years support experience preferred).
Experience with Software Development Life Cycle and managing critical customer issues in FinTech or Banking industries.
Fluent written and oral English communication required.
Ideal Candidate Profile
Experienced in providing high-level technical support in a cloud-based SaaS environment, ideally in financial technology or banking.
Capable of working cross-functionally with Product, Development, QA, and Support teams to deliver production solutions.
Comfortable managing multiple customer cases concurrently while maintaining quality and meeting SLA deadlines.