Senior Application Support Engineer

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 17.5M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

Position Overview:

Alkami is hiring a Senior Application Support Engineer that has ticket management and customer facing experience. This position will be responsible for researching and resolving application issues reported by customers and partners. Qualified candidates must have exceptional communication skills and will serve as the primary point of contact between Alkami and the customer during support incidents.

Key Responsibilities & Duties:

• Collaborate with other members of the Application Support team to serve the needs of the customer
• Efficiently triage and resolve customer issues and remain calm in trying situations, escalating issues to the manager when appropriate
• Communicate accurately, clearly and effectively with customers both verbally and in writing
• Make suggestions to management to help reduce or eliminate recurring issues
• Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner
• Effectively handle all assigned tickets through to Support resolution
• Subject Matter Expert (SME) in at least three functional areas
• Review and update site configuration primarily in MS SQL databases
• Be on rotation to take after-hours calls and be available to assist 24/7/365 to assist resolving SEV 1 issues

Qualifications:

• 5+ years of experience working on a support team and solving complex problems
• Strong ability to create and interpret custom scripts using a more advanced SQL query structure
• Advanced experience using JIRA or a similar ticketing system
• Familiarity with Google docs
• Exceptional communication and customer facing skills
• Strong problem solving skills
• Ability to effectively manage customers and their expectations
• Strong attention to detail and demonstrated expertise in technical Application Support tasks
• Flexible and adaptable to changing requirements and environments
• A high degree of self-confidence and self-motivation

Desired Skills:

• Ability to communicate clearly and effectively with all internal and external stakeholders
• Ability to review and draft more complex procedures and KB articles
• Works cross-functionally to test new features, as well as train the Support team on new functionality

Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.
Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington. [$79,142.00 - $118,714.00]

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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