Sr. Application Support Engineer

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.

About the role

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.

Responsibilities

• 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
• Serve as 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

Requirements

• 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

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

Benefits

• Remote-first environment
• Unlimited paid time off
• 401(k) with employer match

Pay

$104,000 - $115,000

Candidates must be eligible to work in the US for full-time employment without sponsorship.