Sr. Application Support Engineer

Job 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. 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. Key Responsibilities & Duties 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 Qualifications: 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 Desired Skills: 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 The salary range for this position is: $80,000 - $100,000 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. #LI-REMOTE