Director, Application Support - Strategic Ops

Alkami Technology, Inc.; United States; Remote; USD 160,000 - 230,000; Full time

Job summary

Alkami Technology, Inc. is a remote-first company seeking a Director of Application Support to lead front-line managers and their engineering teams.

You will drive strategic initiatives, align operations with Support Excellence, and partner with Product, Engineering, and Client Care to reduce incidents and improve client satisfaction. The role focuses on day-to-day execution through managers, while steering medium-to-long-range improvements in people, processes, and platform usage for

Qualifications

• 10+ years in B2B application/technical support for complex SaaS
• 5+ years directly leading managers or multi-team operations
• Bachelor’s degree in CS/IT/Engineering or related field; or equivalent practical experience
• Master’s degree or advanced leadership/technical certifications preferred

Responsibilities

• Strategic and operational leadership for Application Support
• People leadership and coaching of managers
• Operational excellence including SLA monitoring and backlog hygiene
• Incident management and client experience escalation
• Cross-functional governance with Product, Engineering, Release Management, InfoSec
• Risk, compliance, and stakeholder communication

Skills

B2B application support

leadership of managers

incident management

data-driven decisions

stakeholder management

Education

Bachelor’s in CS/IT/Engineering/related

Master’s degree or leadership/technical certs preferred

Tools

ServiceNow

SQL Server

IIS

APIs

Job description

Alkami Technology, Inc. is a remote-first company seeking a Director of Application Support to lead front-line managers and their engineering teams.

You will drive strategic initiatives, align operations with Support Excellence, and partner with Product, Engineering, and Client Care to reduce incidents and improve client satisfaction. The role focuses on day-to-day execution through managers, while steering medium-to-long-range improvements in people, processes, and platform usage for