Application Support Engineer

Alkami Technology; United States; Remote; USD 70,000 - 106,000; Full time

Job summary

An established industry player seeks a dedicated Application Support Engineer to enhance customer satisfaction through exceptional technical support. In this pivotal role, you will leverage your problem-solving skills and technical expertise to resolve complex issues while maintaining a customer-centric approach. Join a dynamic team in a remote-first environment that values collaboration and innovation. This opportunity not only offers competitive compensation but also a chance to be part of a company recognized for its inclusive culture and commitment to employee growth. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Unlimited Paid Time Off

401(k) with Employer Match

Remote-First Environment

Diverse and Inclusive Culture

Qualifications

• 2+ years of experience in B2B Application Support.
• Knowledge of ITIL and SaaS principles.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Resolve and close support cases efficiently.
• Manage and prioritize support tickets.
• Collaborate with internal teams for issue resolution.

Skills

Problem-Solving

SQL

Technical Support

Communication Skills

Critical Thinking

Customer Advocacy

Time Management

Education

Bachelor's Degree in IT or related field

Tools

Jira

Support Tools

Job description

Join to apply for the Application Support Engineer role at Alkami Technology

Join to apply for the Application Support Engineer role at Alkami Technology

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!

The Application Support Engineer (ASE) is a pivotal role in the success of the Service Operations Department. The ASE is the primary provider of technical support for Alkami customers and partners. This role is highly customer-centric, requiring the Engineer to actively listen to customer concerns, demonstrate empathy, and ensure customers feel supported throughout the troubleshooting process. They actively seek to bring cases to resolution while providing exceptional customer service. To do so, ASEs are expected to troubleshoot issues and follow Alkami business processes when needing to escalate issues.

Essential Duties & Responsibilities

• Leverage critical thinking, technical expertise, and advanced problem-solving skills to efficiently resolve and close support cases, ensuring timely and effective solutions for complex technical issues.
• Actively manage and prioritize tickets in the support queue to ensure timely resolution of customer issues, escalating as necessary when issues fall outside scope or exceed expected resolution times
• Collaborate with other members of the Application Support team to serve the needs of the customer
• Maintain a customer-focused approach by actively listening to clients' concerns, demonstrating empathy, and providing clear, supportive communication throughout the resolution process
• Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner
• Work closely with product development, quality assurance, and other internal teams to escalate complex issues, ensuring the delivery of effective solutions.
• Ensure all client interactions and communications are documented and adhere to internal SLAs
• Review and draft more complex procedures and knowledge base articles as needed
• Be on rotation to take after-hours calls and be available to assist 24/7/365 to assist resolving high and critical issues
  
  

Required

• 2+ years of experience in a B2B Application Support position
• Knowledge of ITIL and/or SaaS principles or other support frameworks
• Experience with SQL and log analysis that aid in troubleshooting
• Demonstrated ability to go beyond just technical solutions by acting as a customer advocate, ensuring that customer needs and concerns are heard and addressed effectively
• Ability to work closely with other departments (e.g., development, product, and networking) to ensure smooth handoff and escalation of issues while keeping the customer informed
• Experience creating and interpreting custom scripts using a more advanced SQL query structure
• Strong written and verbal communication
• Exceptional interpersonal and communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve application-related issues.
• Familiarity with application architectures and basic networking principles (e.g., servers, databases, and APIs)
• Proficiency in using support tools and monitoring systems to ensure timely issue resolution
• Strong organizational skills to ensure accurate documentation of customer interactions and ticket progress and self-starting mindset
• Strong time management and prioritization skills, with the ability to handle multiple tickets simultaneously in a fast-paced environment
• Flexibility to adapt to changing customer needs and priorities in a dynamic support environment
• Willingness to escalate complex issues appropriately, ensuring timely resolution for the customer
  
  

Preferred

• FinTech/Banking previous experience
• Knowledge of Jira
• Familiarity with Google docs
  
  

The salary range for this position is: $70,344 - $105,516

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.

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

Referrals increase your chances of interviewing at Alkami Technology by 2x

Get notified about new Application Support Engineer jobs in United States.

New York, United States $95,000.00-$139,000.00 5 days ago

United States $65,000.00-$95,000.00 3 days ago

New York, United States $99,000.00-$139,000.00 1 day ago

United States $35,000.00-$45,000.00 4 weeks ago

United States $60,000.00-$70,000.00 1 month ago

United States $141,000.00-$197,000.00 2 weeks ago

Application Support Specialist I - Remote

Wireless Systems Technical Support Engineer (US-Based)

Stamford, CT $140,000.00-$150,000.00 1 month ago

United States $70,000.00-$85,000.00 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.