Product Support Analyst

Product Support AnalystQ2 is seeking a Product Support Analyst to join the Customer Enablement & Support team supporting our Relationship Profitability solution. This role serves some of Precision Lender's largest and most complex financial institution clients. The Product Support Analyst will work directly alongside Customer Enablement Consultants (CECs) to deliver coordinated, high-quality outcomes for customers within an assigned portfolio. This individual will play a critical role in the customer journey by identifying opportunities to enhance the user experience and reduce friction by collaborating closely with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous improvement across the platform. This person brings energy and curiosity around AI tools, automation, and workflow design, and will help reimagine how we support customers so they have the best experience possible.Responsibilities:Serve as the dedicated support point of contact for global segment financial institution clients, managing inquiries related to product features, configurations, and system functionality via phone and emailPartner directly with Customer Enablement Consultants supporting global FI clients to ensure coordinated, timely, and high-quality support outcomesGuide users on best practices for utilizing the core application and associated modules to maximize valueInvestigate and troubleshoot reported bugs, gather technical details, and escalate issues as needed in partnership with senior team membersMaintain and improve process documentation including troubleshooting runbooks, workflow guides, and support playbooksDevelop and update user-friendly self-service content for the Knowledge Base to empower client success and reduce inbound volumeIdentify, test, and implement AI tools, automation workflows, and process improvements that reduce manual effort, improve resolution speed, and raise the overall quality of the support motionDevelop deep familiarity with global client environments, configurations, and recurring issue patterns to enable faster and more accurate resolution over timeKnowledge and Experience:Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experienceA great communicator. You have the gift of explaining complicated things simply with stellar written and verbal communication skills — including with sophisticated enterprise audiencesEmpathetic. You care deeply about the client and providing the best possible support and experience. You're warm, friendly, a fantastic listener, and most importantly, humbleDetail-oriented. You understand that details matter and can make or break the customer experience — especially in complex, high-stakes client environmentsA learner. You have an enthusiasm for growth and work continuously to hone your skills and improve your knowledge, particularly around emerging tools and technologiesDriven, persistent, and resourceful. You are a natural problem solver who doesn't give up when you don't have answers right away — and you take it a step further to ensure you're solving the problem holisticallyBiased towards action. You look for ways to make processes and products better, and then you make those plans a reality — both individually and as a teamComfortable operating in ambiguous, fast-moving environments where processes are constantly being built and improvedAbility to learn new technology and systems quickly, with genuine curiosity about AI tools and automation; comfort working across multiple platforms simultaneouslyExperience with Salesforce Service Cloud or other customer support technologiesTroubleshooting experience preferred; experience supporting enterprise or financial institution clients is a strong differentiatorThis position requires fluent written and oral communication in English. Applicants 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.Health & Wellness:Hybrid Work OpportunitiesFlexible Time OffCareer Development & Mentoring ProgramsHealth & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parentsCommunity Volunteering & Company Philanthropy ProgramsEmployee Peer Recognition Programs – "You Earned it"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. We believe in making an impact—in the industry and in the community.We 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. Applicants in California or Washington State may not be exempt from federal and state overtime requirements.