Director, Remote-First App Support

United States Digital Space LLC; United States; Remote; USD 156,000 - 195,000; Full time

Job summary

Alkami is seeking a Director of Application Support to lead a distributed team delivering reliable, scalable digital banking solutions. This remote‑first role guides strategic and operational initiatives, aligning Support Excellence objectives with product, engineering, and client care to reduce incidents and improve client experience.

You will own department KPIs, drive improvements, manage on‑call coverage, and partner with executives to ensure governance and client success across the U.S.

Qualifications

• 10+ years in B2B application/technical support for complex SaaS.
• 5+ years leading managers or multi‑team operations in a high‑volume support environment.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field; Master’s preferred.

Responsibilities

• Lead Application Support managers and teams to deliver high‑quality service.
• Establish SLAs, incident governance, and performance metrics.
• Collaborate with Product, Engineering, Client Care, and HR to align priorities.
• Drive post‑incident reviews and knowledge sharing for durable improvements.

Skills

Leadership

Metrics & Analytics

Incident Management

Stakeholder Management

ServiceNow

Jira/Confluence

Cloud Architecture Awareness

Remote Team Leadership

Education

Bachelor’s degree in CS/IT/Engineering

Master’s degree preferred

Tools

ServiceNow

Jira

Confluence

Job description

Alkami is seeking a Director of Application Support to lead a distributed team delivering reliable, scalable digital banking solutions. This remote‑first role guides strategic and operational initiatives, aligning Support Excellence objectives with product, engineering, and client care to reduce incidents and improve client experience.

You will own department KPIs, drive improvements, manage on‑call coverage, and partner with executives to ensure governance and client success across the U.S.