{"schemaVersion":"jobsearcher.job.v1","id":"bc6012fa4cb6c0820844f20c","url":"https://jobsearcher.com/jobs/bc6012fa4cb6c0820844f20c","canonicalUrl":"https://jobsearcher.com/jobs/bc6012fa4cb6c0820844f20c","title":"Lead Customer Engineer","description":"As passionate about our people as we are about our mission.\r\nWhy Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.\r\nWhat Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our \"Circle of Awesomeness\" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.\r\nSummary Q2 is seeking a Lead Customer Engineer (Individual Contributor) to provide both tactical and strategic oversight of the engagement, health, and Support experience of some of our most strategic customers. The CE Lead is an organized problem solver with excellent communication and interpersonal skills; having an innate ability to explain technical details and requirements to both a non-technical and highly technical audience.\r\nPremium Services CE Leads are responsible for providing a high level of customer service to customers, responding to inquiries and advocating for their issues to be solved in a timely manner. This role will work closely cross-departmentally to ensure customer satisfaction and loyalty through strong relationship building and mutual respect.\r\nRESPONSIBILITIES Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis\r\nDemonstrate deep knowledge of banking systems: core banking, payments, loan servicing, and risk management\r\nTroubleshoot complex issues involving product configurations, code defects, networking, third-party integrations, and database modifications\r\nOptimize SQL and PS Queries, and fine-tune database scripts for reporting and performance improvement\r\nCollaborate with Engineering and Product teams to analyse bugs and develop permanent fixes for the Core Banking Solution\r\nDesign and implement scalable support models; recommend architectural improvements for long-term maintainability\r\nProvide consultation to leadership on resolving escalated technical issues and executive-level escalations\r\nDrive the creation and enhancement of support policies, procedures, and risk mitigation strategies aligned to governance standards\r\nLeverage data from multiple sources (internal and external) to drive innovative and effective solutions\r\nRegularly mentor and support team members through 1:1s, assisting with complex cases, escalations, and backlog management\r\nIdentify and develop Subject Matter Experts (SMEs) within the support team\r\nProduce clear and concise technical documentation, including incident reports, troubleshooting guides, and customer-facing updates\r\nManage complex technical projects with a high degree of accuracy, control rigor, and attention to detail\r\nCollaborate with global teams and stakeholders across different time zones\r\nSupport executive-level escalations with urgency and professionalism\r\nParticipate in strategic initiatives to enhance support operations and customer experience\r\nChampion the use of AI and emerging technologies to drive efficiency and innovation in support delivery EXPERIENCE AND KNOWLEDGE\r\nMinimum of 8+ years of experience in application support or 6+ years with a relevant master's degree\r\nExtensive experience supporting Digital Banking systems or working with vendors such as FIS, Fiserv, or Jack Henry\r\nStrong hands-on and architectural expertise in SQL, log analysis, and database error debugging\r\nAdvanced experience with Python, Shell scripting, and other scripting languages\r\nWorking knowledge of Unix/Linux environments and cloud technologies (AWS/Azure)\r\nDemonstrated success implementing DevOps practices, including CI/CD pipelines using tools like Jenkins, Bitbucket, GitLab\r\nExperience with logging, monitoring, and analytics tools such as Splunk, Snowflake, CloudWatch, Grafana, and Logic Monitor\r\nFamiliarity with CRM and ticketing systems like Salesforce, JIRA, and Confluence\r\nProven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting\r\nAbility to manage high-impact, high-visibility projects with precision and a strong governance mindset\r\nExceptional communication and stakeholder management skills, including experience working with global teams\r\nExperience leveraging AI and automation technologies to enhance support effectiveness is a strong plus\r\nThis position requires fluent written and oral communication in English.\r\nApplicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.\r\nHealth & Wellness Hybrid Work Opportunities\r\nFlexible Time Off\r\nCareer Development & Mentoring Programs\r\nHealth & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents\r\nCommunity Volunteering & Company Philanthropy Programs\r\nEmployee Peer Recognition Programs – \"You Earned it\"\r\nOur Culture & Commitment We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.\r\nWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.\r\nApplicants in California or Washington State may not be exempt from federal and state overtime requirements\r\nJ-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-08T01:18:32.511Z","occupations":[{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Lead Customer Engineer","description":"As passionate about our people as we are about our mission.\r\nWhy Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.\r\nWhat Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our \"Circle of Awesomeness\" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.\r\nSummary Q2 is seeking a Lead Customer Engineer (Individual Contributor) to provide both tactical and strategic oversight of the engagement, health, and Support experience of some of our most strategic customers. The CE Lead is an organized problem solver with excellent communication and interpersonal skills; having an innate ability to explain technical details and requirements to both a non-technical and highly technical audience.\r\nPremium Services CE Leads are responsible for providing a high level of customer service to customers, responding to inquiries and advocating for their issues to be solved in a timely manner. This role will work closely cross-departmentally to ensure customer satisfaction and loyalty through strong relationship building and mutual respect.\r\nRESPONSIBILITIES Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis\r\nDemonstrate deep knowledge of banking systems: core banking, payments, loan servicing, and risk management\r\nTroubleshoot complex issues involving product configurations, code defects, networking, third-party integrations, and database modifications\r\nOptimize SQL and PS Queries, and fine-tune database scripts for reporting and performance improvement\r\nCollaborate with Engineering and Product teams to analyse bugs and develop permanent fixes for the Core Banking Solution\r\nDesign and implement scalable support models; recommend architectural improvements for long-term maintainability\r\nProvide consultation to leadership on resolving escalated technical issues and executive-level escalations\r\nDrive the creation and enhancement of support policies, procedures, and risk mitigation strategies aligned to governance standards\r\nLeverage data from multiple sources (internal and external) to drive innovative and effective solutions\r\nRegularly mentor and support team members through 1:1s, assisting with complex cases, escalations, and backlog management\r\nIdentify and develop Subject Matter Experts (SMEs) within the support team\r\nProduce clear and concise technical documentation, including incident reports, troubleshooting guides, and customer-facing updates\r\nManage complex technical projects with a high degree of accuracy, control rigor, and attention to detail\r\nCollaborate with global teams and stakeholders across different time zones\r\nSupport executive-level escalations with urgency and professionalism\r\nParticipate in strategic initiatives to enhance support operations and customer experience\r\nChampion the use of AI and emerging technologies to drive efficiency and innovation in support delivery EXPERIENCE AND KNOWLEDGE\r\nMinimum of 8+ years of experience in application support or 6+ years with a relevant master's degree\r\nExtensive experience supporting Digital Banking systems or working with vendors such as FIS, Fiserv, or Jack Henry\r\nStrong hands-on and architectural expertise in SQL, log analysis, and database error debugging\r\nAdvanced experience with Python, Shell scripting, and other scripting languages\r\nWorking knowledge of Unix/Linux environments and cloud technologies (AWS/Azure)\r\nDemonstrated success implementing DevOps practices, including CI/CD pipelines using tools like Jenkins, Bitbucket, GitLab\r\nExperience with logging, monitoring, and analytics tools such as Splunk, Snowflake, CloudWatch, Grafana, and Logic Monitor\r\nFamiliarity with CRM and ticketing systems like Salesforce, JIRA, and Confluence\r\nProven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting\r\nAbility to manage high-impact, high-visibility projects with precision and a strong governance mindset\r\nExceptional communication and stakeholder management skills, including experience working with global teams\r\nExperience leveraging AI and automation technologies to enhance support effectiveness is a strong plus\r\nThis position requires fluent written and oral communication in English.\r\nApplicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.\r\nHealth & Wellness Hybrid Work Opportunities\r\nFlexible Time Off\r\nCareer Development & Mentoring Programs\r\nHealth & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents\r\nCommunity Volunteering & Company Philanthropy Programs\r\nEmployee Peer Recognition Programs – \"You Earned it\"\r\nOur Culture & Commitment We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.\r\nWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.\r\nApplicants in California or Washington State may not be exempt from federal and state overtime requirements\r\nJ-18808-Ljbffr","datePosted":"2026-08-08T01:18:32.511Z","dateModified":"2026-08-08T01:18:32.511Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"bc6012fa4cb6c0820844f20c"},"url":"https://jobsearcher.com/jobs/bc6012fa4cb6c0820844f20c"}}