Sr. Application Support Engineer

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.

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A Sr. Application Support Engineer is responsible for diagnosing and resolving low and high priority application issues. The Sr. Application Support Engineer acts as a liaison between customers, partners, and Alkami’s internal technical teams. Additionally, the Sr. Application Support Engineer helps troubleshoot high-urgency and escalated issues ensuring swift resolution to minimize customer impact. This role includes coordinating cross-functional efforts, quickly assessing root causes, and contributes to the refinement of support processes to improve response times for issues.

Key Responsibilities & Duties

• Efficiently triage and resolve complex customer issues and remain calm in trying situations

• Ensure all client interactions and communication are adhered to internal SLAs

• Engage and troubleshoot high and critical (SEV) issues

• Develop into Subject Matter Expert (SME) in at least one functional area

• Develop and maintain technical documentation for recurring issues

• Act as an escalation point for Support Engineers

• Conduct training for junior engineers and other technical staff

• Ensure that all changes and fixes are compliant with change control processes and minimize risk to platform stability

Qualifications:

• Log Analysis

• Strong written and verbal communication

• Provide high customer satisfaction in situations with direct customer interactions

• Be on rotation to take after-hours calls and be available to assist 24/7/365 to assist resolving high and critical issues

• Review and update and modify scripts primarily in MS SQL databases

Desired Skills:

• FinTech/Banking previous experience

• Knowledge of Jira

• Familiarity with Google docs

• Familiarity with supporting mobile applications

• History working with or supporting Microsoft C# applications, SQL Server, IIS, and n-tiered solutions

The salary range for this position is: $83,398 - $125,097Cool 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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J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.