Technical Support Specialist (MANTL)
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! You will be responsible for managing and building our new technical support function at MANTL. You'll need to maintain both a customer and product-centric focus, working closely with our customer success and product development teams.You're expected to be experienced in deconstructing complex technical problems and building scalable, comprehensive solutions for enterprise customers.In addition, you will be responsible for building and scaling the support team to work directly with clients to understand their needs and solve issues. This includes identifying bugs/limitations, initial incident investigation, facilitating service requests, and escalating appropriately within the organization. Ideally, you will have existing experience working in a fast-paced environment in a customer-facing role. You'll need to be analytical in your approach, able to measure, highlight, and report on impacting customer metrics. About You: ● You have a passion for learning and developing. ● You are energized by solving complex problems. ● You communicate effectively both internally and externally. ● You have a strong sense of urgency. ● You are customer obsessed!
Requirements
- 2+ years of technical support experience.
- Experience performing bug/incident investigation and impact/root cause analysis using relational database technologies such as PostgreSQL.
- Ability to write basic SQL (e.g., insert, update).
- Experience using browser console technologies such as Chrome dev tools.
- Familiarity with Zendesk.
- Experience and proficiency with look up tools such as BigQuery, Datadog, and Postman is required.
- Excellent verbal and written communication skills, both internal and client-facing.
- A true problem solver that uses broad thinking to strategically develop solutions.
- Ability to learn and understand complex software tools.
Responsibilities
- managing and building our new technical support function at MANTL
- maintaining both a customer and product-centric focus, working closely with our customer success and product development teams
- deconstructing complex technical problems and building scalable, comprehensive solutions for enterprise customers
- building and scaling the support team to work directly with clients to understand their needs and solve issues
- identifying bugs/limitations, initial incident investigation, facilitating service requests, and escalating appropriately within the organization
- measure, highlight, and report on impacting customer metrics
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
