Application Support Engineer

{"description": "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.

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). We're building a culture where each Alkamist can perform to their highest potential, and we're always on the lookout for the best and brightest minds. If you're ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.

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.

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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.
Essential Duties & 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.

Required

Proficiency in SQL and log analysis

2+ years in a B2B Application

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

Preferred

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
The salary range for this position is: $81,000 - $90,000

Cool Things to Know

Not Just Any Company : Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization : We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters : We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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