Product Support Analyst (AI Automation)

Location: Charlotte, North Carolina, United States; hybrid work opportunities are available. Applicants must be authorized to work for any employer in the U.S.

Company

Q2 provides digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.

What you will do

• Serve as the support point of contact for global financial institution clients through phone and email.
• Partner with Customer Enablement Consultants to deliver coordinated, timely support outcomes.
• Guide users on product features, configurations, system functionality, and application best practices.
• Investigate and troubleshoot bugs, gather technical details, and escalate issues with senior team members.
• Maintain troubleshooting runbooks, workflow guides, support playbooks, and self-service Knowledge Base content.
• Identify, test, and implement AI tools, automation workflows, and process improvements.

Requirements

• Bachelor’s degree in a relevant field with at least 5 years of related experience, an advanced degree with 3+ years of experience, or equivalent experience.
• Fluent written and spoken English is required.
• Strong written and verbal communication skills, empathy, attention to detail, persistence, and problem-solving ability.
• Ability to learn new technologies quickly and work across multiple platforms in ambiguous, fast-moving environments.
• Experience with Salesforce Service Cloud or other customer support technologies.
• U.S. work authorization is required; visa sponsorship or transfer of employment visa sponsorship is not available.

Nice to have

• Experience troubleshooting enterprise or financial institution client issues.
• Curiosity about AI tools and automation.

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Career development and mentoring programs.
• Health and wellness benefits, including health insurance and paid parental leave for eligible new parents.
• Community volunteering, company philanthropy, and employee peer recognition programs.
• Supportive and inclusive environment focused on collaboration, career growth, and wellness.