Q2 is seeking a Developer Support Engineer to handle inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution. This is an intermediate technical support role that requires advanced application troubleshooting and support skills as well as a strong customer focus.
Requirements
- Familiarity with full stack application troubleshooting and SQL experience is required.
- Server experience with Windows and/or Linux administration, including web servers such as IIS, NGINX, or others.
- Experience with Python programming preferred
- Advanced database knowledge with MS SQL (current and supported versions)
- Experience with cloud or container-based infrastructure preferred
- Expert level understanding of the Q2 architecture and process workflow preferred
- Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
Responsibilities
- Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, or other issues commonly encountered in systems operation in a networked environment
- Lead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platform
- Modify software as necessary including, but not limited to changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment.
- Build solutions to improve overall team efficiencies in the Q2 developer program
- Regularly document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources.
- Proactively seek out, research, and implement improvements to better serve customers
- Enable the advancement of others on the team by providing technical guidance and feedback
Other
- This is an intermediate technical support role that requires advanced application troubleshooting and support skills as well as a strong customer focus.
- Qualified candidates must have experience with ticket-based application support, strong communication and organization skills, and must pay close attention to detail.
- Ability to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints needed
- Must have excellent communication skills and have the ability to interact with C-level executives
- Strong organization skills needed and must pay close attention to detail
