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Application Support Developer
2 months ago
We are seeking a highly skilled and passionate Application Support Developer to join our Customer Success Engineering team at Q2. As a key member of our team, you will play a critical role in helping our Cloud Lending customers achieve success on our powerful cloud-based lending platform.
Key Responsibilities- Provide L2/L3 production support for customers across our global support geographies, including India, Australia, and North America.
- Serve as the subject matter expert for Cloud Lending's products, enabling clients to maximize utilization of the Cloud Lending Product suite and ease product adoption.
- Help customers develop proficiency through resolution of reported case incidents, identification of root cause, and problem prevention.
- Deliver a positive customer engagement experience while meeting and exceeding service SLAs.
- Work directly with Product and Development teams to improve the user experience and product roadmap through product feedback and change request management.
- Be a quality advocate 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.
- 24x7 'on call' support coverage for escalated issues.
- Ensure that all security, availability, confidentiality, and privacy policies and controls are adhered to.
- Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
- Experience with cloud-based technology (CSS, JSON, APEX, JAVA, etc.).
- 3+ years support experience preferred.
- Experience with Software Development Life Cycle, and production support.
- Experience managing critical customer issues and deliver creative solutions in a timely manner.
- Demonstrated ability to manage multiple cases, and work on assigned tasks and meet deliverable timelines consistently.
- Familiarity with JIRA and Confluence preferred.
- Experience in the FinTech or Banking Industries also preferred.
- Experience with Salesforce (administration and/or development) desired.
- Hybrid Work Opportunities.
- Flexible Time Off.
- Career Development & Mentoring Programs.
- Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents.
- Community Volunteering & Company Philanthropy Programs.
- Employee Peer Recognition Programs – 'You Earned it'.
