Application Support Analyst (Fintech)

TL;DR

Application Support Analyst (Fintech): Provide first-line telephone technical support for digital banking solutions with an accent on troubleshooting customer issues, case management, and issue resolution. Focus on de-escalating concerns, performing data changes, and collaborating with development teams.

Location: Austin, TX (hybrid work opportunities). Applicants must be authorized to work for any employer in the U.S. (no visa sponsorship).

Company

Leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs.

What you will do

• Provide first-line telephone technical support for Q2 Solution and resolve basic customer problems.
• Accurately document, categorize, prioritize, and update customer cases using a tracking system.
• De-escalate concerns, manage expectations, and provide step-by-step guidance to customers.
• Perform data or configuration changes in production, test emergency fixes, and follow change control procedures.
• Escalate unresolved issues to appropriate teams and communicate key issues to management.
• Participate in 24x7 rotational shifts and on-call coverage; collaborate with implementation and development teams.

Requirements

• Fluent written and oral English communication.
• Authorized to work in the U.S. (no sponsorship).
• Bachelor’s degree or equivalent (0–2 years experience); intermediate SQL skills.
• Understanding of remote support tools, basic networking, Windows OS/Server.
• Strong verbal/written communication, organizational skills, attention to detail.
• Ability to learn new software quickly; customer service and troubleshooting experience preferred.

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Health & wellness benefits, including competitive health insurance and paid parental leave.
• Career development, mentoring programs, internal mobility, and leadership relationships.
• Employee recognition programs like “Circle of Awesomeness” and peer recognition.
• Community volunteering, philanthropy through Spark Program, and fun events like Dodgeball for Charity.