Director, Technical Customer Support at Q2

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Digital Banking, Financial TechnologyIndustries

Requirements

10+ years in technical support leadership, including experience managing large, globally distributed teams
Proven success in supporting software/SaaS products in a technically complex environment

Responsibilities

Partner with the SVP of Support to define and execute the global support vision and roadmap
Define and drive strategies for team scaling, automation, and customer experience
Collaborate with Product, Engineering, and DevOps to align support with technical initiatives and reduce support demand through product and process improvements
Lead and continuously improve support processes across time zones and regions (India, Mexico, US)
Ensure 24/7 operational readiness through regional alignment and resource planning
Drive KPIs across SLA adherence, customer satisfaction (CSAT), time-to-resolution, and efficiency
Stay current on industry best practices and apply them to optimize support performance
Oversee a high-touch support model that includes diagnosing complex issues in containerized environments, managing configuration updates, and supporting CI/CD and DevOps workflows in highly regulated environments
Develop and implement repeatable processes for configuration updates, build cycle management, and redeployment across environments
Ensure seamless integration with CI/CD pipelines and DevOps workflows
Operate in a highly regulated environment, maintaining both strong security and compliance hygiene
Lead and mentor a global team of Support Managers and Team Leads, fostering a high-performance and inclusive culture
Build clear career pathways and drive professional development across regions
Attract, develop, and retain top support talent across global regions
Promote a collaborative and inclusive work environment with clear career paths and training initiatives
Champion initiatives that reduce support friction and improve tooling, documentation, and self-service capabilities
Lead initiatives for automation and knowledge management to reduce ticket volume and increase scalability
Actively leverage AI tools to drive efficiency and scale support operations
Lead innovation by adopting emerging technologies and modern support practices that reduce friction and improve scalability

Skills

Key technologies and capabilities for this role

Technical SupportTeam LeadershipStrategic PlanningAutomationCustomer ExperienceProduct CollaborationEngineering CollaborationDevOpsOperational ExcellenceScaling Operations

Questions & Answers

Common questions about this position

What does the company culture at Q2 look like?

Q2 celebrates employees through events like the 'Circle of Awesomeness' award ceremony, a day of employee celebration, an annual Dodgeball for Charity event, and invests in growth via learning opportunities, mentorship, internal mobility, and leadership relationships.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills and experience are required for the Director of Technical Support role?

The role requires seasoned leadership experience to oversee global support operations, technical expertise in containerized environments, CI/CD pipelines, DevOps workflows, configuration management, and operating in highly regulated environments, plus strategic vision for scaling teams and driving KPIs like SLA adherence and CSAT.

What makes a strong candidate for this position?

A strong candidate will have hands-on leadership experience in technical support, ability to drive strategic vision and operational excellence across global teams, deep technical knowledge in DevOps and regulated environments, and skills in mentoring managers while collaborating cross-functionally with Engineering and Product.

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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