Sr. Application Support Engineer
About The Position
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. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.” 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 19.5M users. As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title. Follow us on Glassdoor and Linkedin! 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.
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
Nice To Haves
- 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
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
- 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
Benefits
- remote-first environment
- unlimited paid time off
- 401(k) with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
