As passionate about our people as we are about our mission.
What We’re All About:
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What 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.
The Job At-A-Glance:
We’re looking for a seasoned Director of Technical Support to lead and scale our global support operations. This role will oversee a distributed team delivering high-impact, configuration-driven support in a fast-paced, customer-facing environment. You’ll combine strategic vision with hands-on leadership, working closely with Engineering, Product, and DevOps to ensure operational excellence, technical rigor, and customer satisfaction.
A Typical Day:
Strategic Leadership
- 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.
Operational Excellence
- 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.
Technical Oversight
- 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
Team Leadership & Development
- 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.
Continuous Improvement & Innovation
- 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.
Bring Your Passion, Do What You Love. Here’s What We’re Looking For:
- 10+ years in technical support leadership, including experience managing large, globally distributed teams.
- Proven success in supporting software/SaaS products in a technically complex, customer-facing environment.
- Deep experience working in modern cloud native architecture (e.g. orchestration, Docker) and build/release processes.
- Experience managing teams responsible for hands-on configuration changes and redeployments.
- Proven ability to lead through change and develop high-performing teams.
- Strong analytical mindset with experience managing KPIs, SLAs, and operational dashboards.
- Excellent communication and collaboration abilities across all levels of an organization.
- Bachelor’s degree in Computer Science, Engineering, or equivalent technical field (Master’s preferred).
Preferred Skills
- ITIL, Six Sigma, or Lean certifications.
- Familiarity with Jira, ServiceNow, PagerDuty, Grafana, or Splunk.
- Experience in fintech, enterprise software, or infrastructure-as-a-service (IaaS) a plus.
- Bilingual (English/Spanish or English/Hindi) a plus.
- Prior experience in technical roles such as SRE, DevOps, or infrastructure engineering.
- Director/Sr. Director experience in global support operations.
- Based in or willing to relocate to Austin, TX.
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 & Remote Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Programs
- Generous Retirement Benefit Plans, including a company matching HSA program.
- Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
- Community Volunteering & Company Philanthropy Programs
- Employee Peer Recognition Programs – “You Earned it”
Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund and our employee volunteering programs on our
Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, Ladders for Leaders, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
