Remote SaaS Application Support Engineer

United States Digital Space LLC; United States; Remote; USD 70,000 - 88,500; Full time

Benefits offered by this job

Remote‑first environment

Unlimited paid time off

401(k) with employer match

Job summary

Alkami is seeking an Application Support Engineer to independently troubleshoot and resolve client issues on the ACH Alert Fraud Prevention platform. You will manage escalations, maintain SLAs, and collaborate with cross-functional teams to improve processes.

The role emphasizes production support for a SaaS service, strong client communication, and contributing to documentation and release readiness in a remote-first setting.

Qualifications

• Experience troubleshooting distributed systems across multiple clients and vendors.
• 0

Responsibilities

• Classify and document incoming support tickets by severity and category.
• Resolve client issues by analyzing logs and SQL where needed.
• Escalate with clear diagnostics when necessary.
• Contribute to knowledge base with resolutions and procedures.
• Assist in release readiness by validating updates and deployments.

Skills

Distributed systems troubleshooting

SaaS platform support

APIs & SFTP troubleshooting

Client communication

Time management

Education

Associate Degree / Coding Bootcamp

Tools

Jira

ServiceNow

Splunk

Grafana

New Relic

Kibana

Google Workspace

AI tools

Positive Pay Solutions

Job description

Alkami is seeking an Application Support Engineer to independently troubleshoot and resolve client issues on the ACH Alert Fraud Prevention platform. You will manage escalations, maintain SLAs, and collaborate with cross-functional teams to improve processes.

The role emphasizes production support for a SaaS service, strong client communication, and contributing to documentation and release readiness in a remote-first setting.