Manager, Application Support

Alkami Technology•Bentonville, AR

1d•$125,000 - $145,000•Remote

About The Position

Alkami is seeking an experienced and driven Manager to lead our ACH Alert Application Support team. This role is the operational backbone of the post-go-live experience for our financial institution clients, overseeing a team of Application Support Engineers who serve as the primary point of contact for production issues across the ACH Alert platform. You will report to the Sr Manager, Alkami Solutions Group and work closely with cross-functional partners across Engineering, Product, Implementations, and Client Relations to deliver a best-in-class support experience.

Requirements

7+ years of experience in technical support or application support, with at least 2 years in a people management or team lead role
Proven ability to manage a team supporting complex SaaS platforms in a high-stakes, client-facing environment
Exceptional written and verbal communication skills — able to de-escalate a tense FI call just as effectively as summarizing ticket trends for a VP
Demonstrated experience using data and KPIs to drive operational improvements
Strong ability to work autonomously, make decisions under pressure, and own outcomes end-to-end
Hands-on experience with SQL for reviewing and interpreting application configuration data
Familiarity with help desk or ticketing systems and PagerDuty or similar on-call management tools
Experience with Google Suite (Gmail, Drive, Docs, Sheets)
Strong attention to detail and a high degree of self-motivation

Nice To Haves

Background working at or for a financial institution — particularly in deposit operations, treasury management, or back-office ACH processing
Knowledge of ACH rules, NACHA file formats, and banking compliance obligations
Experience working with common FI core platforms such as Fiserv, Symitar, JHA, Finastra, or Apiture
Familiarity with ACH fraud prevention products or positive pay platforms
Experience driving operational efficiencies and process standardization during periods of organizational growth or change

Responsibilities

Lead, coach, and develop a team of Application Support Engineers dedicated to the ACH Alert platform
Build a culture of ownership, urgency, and continuous improvement where the financial institution's success is the team's North Star
Participate in hiring, set performance expectations, manage growth plans, and address underperformance directly
Maintain an on-call rotation structure via PagerDuty for after-hours SEV 1 coverage, ensuring the team meets SLA commitments of 60-minute initial response and 24-hour resolution windows
Participate in and lead key items across weekly, monthly, and quarterly team meetings and training sessions
Personally own escalations from direct reports and follow a methodical escalation process through to senior leadership when warranted
Maintain a high bar for client-facing communication — your team represents Alkami to financial institutions navigating real-time fraud prevention challenges
Serve as an executive point of contact for critical production incidents affecting ACH Alert clients
Remain calm and decisive under pressure, confidently taking ownership of important decisions in the absence of leadership
Define, track, and report on key performance indicators including ticket resolution time, SEV 1 response compliance, client satisfaction, and recurring issue trends
Use data to drive decisions and surface patterns to Product and Engineering that reduce incident volume over time
Communicate team metrics clearly and consistently to leadership on a regular cadence
Build and enforce rigorous operational processes — from ticket triage and routing standards within the ACH Alert Help Desk to handoff procedures between Support, Implementations, and Engineering
Identify recurring issue patterns and work cross-functionally to eliminate root causes
Lead the team in maintaining and expanding a robust knowledge base in Confluence to accelerate resolution times and enable team self-sufficiency
Identify opportunities for continuous improvement and drive operational efficiencies in partnership with ASG leadership
Partner closely with ACH Alert Implementations, Engineering, Product, and the Database team to ensure seamless transitions from go-live into production support
Align with the broader Application Support leadership to drive consistency in tooling, process, and client experience
Represent Support in cross-functional planning conversations, especially as new ACH Alert modules or integrations roll out
Invest in your team's technical depth across ACH Alert's full product suite — Fraud Prevention HQ, Pro-Tech/Pro-Tech CR, PDX, EDI TransAlert, Bio-Wire, and C.O.P.S.
Establish SME ownership across functional areas and facilitate regular knowledge-sharing sessions
Ensure the team stays current as the platform evolves through bi-annual product releases
Drive adoption of tools and AI-assisted workflows that improve team efficiency and response quality