[Hiring] Application Support Engineer @Alkami Technology

Role Description

The Application Support Engineer independently troubleshoots and resolves customer-reported issues within Alkami’s platform. This role applies professional expertise in application support, manages escalations, and ensures effective client communication throughout the issue lifecycle. Application Support Engineers at this level actively collaborate with cross-functional teams and contribute to operational excellence by creating documentation and improving processes.

Essential Duties & Responsibilities

• Classify and document incoming application support tickets by severity, urgency, and category.
• Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior.
• Prioritize and manage tickets by maintaining SLAs and escalating when necessary.
• Resolve tickets across a minimum of 5 product categories with sufficient depth, while having the capability to manage tickets across all product categories.
• Collaborate with internal teams by escalating complex issues with clear diagnostics and context.
• Escalation point for lower-level engineers, aiming to assist lower-level engineers in resolving tickets without formal handoff when possible.
• Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures.
• Contribute to release readiness by validating application updates and participating in deployment support.
• Improve client experience by maintaining empathy and professionalism during technical investigations.
• Participate in on-call rotations by supporting after-hours high-severity incidents.
• Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively.
• Identify recurring issues by conducting root cause analysis and recommending permanent fixes.

Qualifications

• Proficiency in SQL and log analysis
• 2+ years in a B2B Application
• Knowledge of ITIL or SaaS principles
• Experience in troubleshooting application issues in distributed systems
• Strong communication and client interaction skills
• Time management and the ability to handle multiple priorities

Requirements

• Experience in FinTech or banking applications (Preferred)
• Familiarity with ACH file formats and processing (Preferred)
• Experience with Jira, ServiceNow, or similar ticketing systems (Preferred)
• Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic) (Preferred)
• Experience with Google Workspace or similar collaboration tools (Preferred)

Benefits

• Remote-first environment
• Unlimited paid time off
• 401(k) with employer match
• Diverse and inclusive environment

Salary

The salary range for this position is: $81,000 - $90,000

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.