Director of Technical Support (Austin)

What Were 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 are seeking a Senior, systems-oriented Director of Support to lead and scale Q2s global Customer Support organization as part of our future-state Support operating model. This role exists to transform how support operates from reactive and hero-driven to predictable, experience-driven, AI-augmented, and pod-based.

This is not a legacy support leadership role. The successful candidate will run and evolve the system, coach leaders, and enforce disciplined operating standards rather than personally solving escalations or cases. You will oversee a large, globally distributed organization delivering configuration-driven, technically complex support in a highly regulated environment, while partnering closely with Engineering, SRE, DevOps, and Product.

This role exists to execute and scale Q2s modern Support operating model. Success is measured by improved predictability, reduced variation, stronger customer experience outcomes (XLA), and a support organization that runs consistently through well-defined systems and disciplined execution

A Typical Day :

Strategic & Systems Leadership

• Partner with the SVP of Support to define, execute, and evolve the global Support vision and operating model.
• Design and mature pod-based (POD) support structures, operating rhythms, and governance.
• Diagnose operational challenges as system failures first, not individual performance issues.
• Clearly articulate what good looks like and enforce consistent standards across regions and teams.
• Drive long-term strategies focused on predictability, experience outcomes (XLA), and scalability.

Operational Excellence & Discipline

AI-Enabled & Technical Oversight

Leadership That Scales

Experience-Driven Mindset

Change Leadership & Resilience

Bring Your Passion, Do What You Love. Heres What Were Looking For :

Preferred Skills

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

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.