Application Support Engineer

Alkami Technology•Bentonville, AR

1d•$72,000 - $90,000•Remote

About The Position

The Application Support Engineer independently troubleshoots and resolves customer-reported issues within Alkami’s platform. This role applies professional expertise in application support, manages escalations, and ensures effective client communication throughout the issue lifecycle. Application Support Engineers at this level actively collaborate with cross-functional teams and contribute to operational excellence by creating documentation and improving processes.

Requirements

Proficiency in SQL and log analysis
Knowledge of ITIL or SaaS principles
Experience in troubleshooting application issues in distributed systems
Strong communication and client interaction skills
Time management and the ability to handle multiple priorities
Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience
2+ years in a B2B application support role

Nice To Haves

Experience in FinTech or banking applications
Familiarity with ACH file formats and processing
Experience with Jira, ServiceNow, or similar ticketing systems
Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic)
Experience with Google Workspace or similar collaboration tools

Responsibilities

Classify and document incoming application support tickets by severity, urgency, and category.
Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior.
Prioritize and manage tickets by maintaining SLAs and escalating when necessary.
Resolve tickets across a minimum of 5 product categories with sufficient depth, while having the capability to manage tickets across all product categories.
Collaborate with internal teams by escalating complex issues with clear diagnostics and context.
Escalation point for lower-level engineers, aiming to assist lower-level engineers in resolving tickets without formal handoff when possible.
Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures.
Contribute to release readiness by validating application updates and participating in deployment support.
Improve client experience by maintaining empathy and professionalism during technical investigations.
Participate in on-call rotations by supporting after-hours high-severity incidents.
Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively.
Identify recurring issues by conducting root cause analysis and recommending permanent fixes.