[Hiring] Staff Technical Support Specialist @Alkami Technology

Role Description

Be the primary point of contact for our customers on assigned tickets while also serving as an escalation point for Technical Support Specialists. Your primary responsibilities will include:

• Addressing customer inquiries
• Resolving complex technical issues
• Ensuring a positive customer experience
• Working closely with other team members and departments to provide timely and accurate solutions
• Mentoring new team members
• Facilitating a team Office Hour as part of a rotation

This Sr. Technical Support Specialist role is a great opportunity to make a large impact at MANTL while mentoring new Supporters and expanding your leadership skills. The role provides the basis for many growth opportunities within the company, such as potential moves into software engineering.

You will:

• Configure and deploy backend settings for financial institutions using tools such as JSON and Postman
• Collaborate with Activation Engineers to ensure configurations align with core integration requirements and constraints
• Provide client-facing support when deep functional or technical expertise is required
• Configure/update third-party integrations post implementation
• Collaborate with Product and Engineering to submit detailed enhancement requests and well-documented bug reports
• Translate business requirements into scalable system configurations aligned with best practices
• Mentor new Support Specialists
• Facilitate ongoing training of Support agents where necessary including during team Office Hours

What Success Looks Like:

• Independently take on high priority tickets that require complex resolution steps
• Create runbooks and playbooks for the support team
• Build increasing functional expertise across deposit account opening workflows and core variations
• Demonstrate strong judgment in balancing customer requests with best practices
• Contribute thoughtful feedback to Product and Engineering that improves scalability and supportability
• Develop a reputation internally as a reliable and detail-oriented technical partner

Qualifications

• 5+ years of technical support or implementation experience
• Experience performing bug/incident investigation and impact/root cause analysis
• Experience with relational databases and SQL dialects (e.g., Postgres, BigQuery)
• Excellent verbal and written communication skills, both internal and client-facing
• Experience using browser console technologies such as Chrome dev tools
• A true problem solver that uses broad thinking to strategically develop solutions
• Ability to learn and understand complex software tools

Preferred Qualifications

• Experience configuring or integrating with core banking systems or other regulated systems
• Knowledge of the bank or credit union deposit account opening and loans origination processes
• Familiarity with JIRA or similar ticketing systems
• Background in fintech or regulated services
• Experience mentoring and training team members

Benefits

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

Salary Range

The salary range for this position is: $106,000 - $116,000

Work Authorization

We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Company Description

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth.