Premium Services Customer Enablement Lead

Premium Services Customer Enablement Lead (Individual Contributor)

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.

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.

Q2 is seeking a Premium Services Customer Enablement Lead (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.

Premium 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.

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
• Regularly mentor and support team members through 1:1s, assisting 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 and Knowledge:

• Minimum of 8+ years of experience in application support 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 like 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 is a strong plus

This 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 Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – "You Earned it"

Our 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.

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