Premium Services Customer Enablement Lead

Premium Services Customer Enablement Lead (Individual Contributor) Premium Services CE Leads provide tactical and strategic oversight of engagement, health, and support experience of our most strategic customers. They deliver exceptional customer service, respond to inquiries, advocate for issue resolution, and collaborate cross‑departmentally to ensure customer satisfaction and loyalty. Responsibilities Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis. Demonstrate deep knowledge of banking systems: core banking, payments, loan servicing, and risk management. Troubleshoot complex issues involving product configurations, code defects, networking, third‑party integrations, and database modifications. Optimize SQL and PS queries and fine‑tune database scripts for reporting and performance improvement. Collaborate with Engineering and Product teams to analyze bugs and develop permanent fixes for the Core Banking Solution. Design and implement scalable support models; recommend architectural improvements for long‑term maintainability. Provide consultation to leadership on resolving escalated technical issues and executive‑level escalations. Drive the creation and enhancement of support policies, procedures, and risk mitigation strategies aligned to governance standards. Leverage data from multiple sources (internal and external) to drive innovative and effective solutions. Mentor and support team members through 1:1s, assist with complex cases, escalations, and backlog management. Identify and develop Subject Matter Experts (SMEs) within the support team. Produce clear and concise technical documentation, including incident reports, troubleshooting guides, and customer‑facing updates. Manage complex technical projects with a high degree of accuracy, control rigor, and attention to detail. Collaborate with global teams and stakeholders across different time zones. Support executive‑level escalations with urgency and professionalism. Participate in strategic initiatives to enhance support operations and customer experience. Champion the use of AI and emerging technologies to drive efficiency and innovation in support delivery. Experience & Knowledge Minimum 8+ years of application support experience or 6+ years with a relevant master’s degree. Extensive experience supporting Digital Banking systems or working with vendors such as FIS, Fiserv, or Jack Henry. Strong hands‑on and architectural expertise in SQL, log analysis, and database error debugging. Advanced experience with Python, Shell scripting, and other scripting languages. Working knowledge of Unix/Linux environments and cloud technologies (AWS/Azure). Demonstrated success implementing DevOps practices, including CI/CD pipelines using tools such as Jenkins, Bitbucket, GitLab. Experience with logging, monitoring, and analytics tools such as Splunk, Snowflake, CloudWatch, Grafana, and Logic Monitor. Familiarity with CRM and ticketing systems like Salesforce, JIRA, and Confluence. Proven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting. Ability to manage high‑impact, high‑visibility projects with precision and a strong governance mindset. Exceptional communication and stakeholder management skills, including experience working with global teams. Experience leveraging AI and automation technologies to enhance support effectiveness. Fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S. and the company cannot sponsor immigration visas. Benefits Health & Wellness: competitive health insurance offerings and generous paid parental leave for eligible new parents. Hybrid Work Opportunities and Flexible Time Off. Career Development & Mentoring Programs. Health & Wellness benefits, community volunteering & company philanthropy programs. Employee Peer Recognition Programs – "You Earned it". Equal Opportunity Statement Q2 is 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. Applicants in California or Washington State may not be exempt from federal and state overtime requirements. #J-18808-Ljbffr