Jacob Montalbo
Application Support Analyst at Q2
- Role
- Application Support Analyst at Q2
- Location
- Temple, TX, US
- LinkedIn followers
- 500 followers
About Jacob Montalbo
Former Sergeant in US Marine Corps.Act Now Leadership Instinct, Sense of Urgency, Tactfully Proficient, Team Building Fundamentals.
Experience
Application Support Analyst
Jan 2026 — Present · Austin, TX, US
Provide first-line telephone technical support for Q2 Solution• Troubleshoot and resolve basic customer problems in a timely manner• Accurately record, categorize, and document all customer interactions using a case tracking system• Establish case priorities and provide regular updates on open issues• De-escalate customer concerns and manage expectations• Use available tools, procedures, and documentation to resolve technical problems• Provide step-by-step guidance and “how-to” assistance to customers• Manage individual open case queue and handle new assignments daily• Escalate unresolved issues to appropriate teams per guidelines• Perform data or configuration changes in production environments with high attention to detail• Test emergency product fixes from the development team when required• Follow internal change control procedures for product modifications• Ensure compliance with security, availability, confidentiality, and privacy policies• Collaborate with internal teams (implementation, development, etc.)• Communicate key customer issues to Operations Management as needed
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