Application Support Engineer (Ach Alert / Positive Pay)

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably's Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 18.1M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

Position Overview:

Alkami is hiring an Application Support Engineer with ticket management and customer-facing experience to support our ACH Alert clients. This position will be responsible for researching and resolving application issues reported by customers and partners. Qualified candidates must have exceptional communication skills and will serve as the primary point of contact between Alkami and the customer during support incidents.

Key Responsibilities & Duties:

• Efficiently triage and resolve customer issues, escalating issues to the manager when appropriate

• Communicate accurately, clearly and effectively with customers both verbally and in writing regarding updates and resolutions to application support needs

• Identify trends and ongoing issues to provide visibility and recommendations to management to help reduce or eliminate recurring issues

• Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner

• Build and maintain strong internal relationships to ensure SLA's and service excellence is provided to Alkami ACH Alert's clients

Qualifications:

• 2+ years of experience working on a support team

• Experience creating and interpreting custom scripts using a more advanced SQL query structure

• Ability to work under a high-pressure, fast-paced environment

• Team Player - understands and contributes to team goals, promotes teamwork and cooperative working relationships

• Client Focused - dedicated to understanding and meeting the expectations and requirements of internal and external clients; understands and strives to meet client requirements in an efficient and constructive manner and acts with the client in mind

• Availability Focused & Problem Solver - recognizes the need to restore services quickly and effectively, uses logic to solve problems; exhibits sound and timely analysis and judgment; does not avoid problems; identifies problems and brings forward alternative solutions; includes appropriate people when troubleshooting issues

• Influencing & Communicating - ability to use formal and informal written and/or verbal communication channels to influence others; articulates ideas and thoughts clearly both verbally and in writing; able to influence without the power of position; gets things done through formal and informal channels and networks

• Ability to effectively manage customers and their expectations

• Strong attention to detail and demonstrated expertise in technical application support tasks

• Exceptional communication and customer relationship skills

• Flexible and adaptable to changing requirements and environments

• Dynamic and self-motivated with a strong capability to partner and collaborate with others

• Working knowledge of Jira

• Strong command of utilizing Google docs

Desired Skills:

• Previous experience in credit unions, banking, and/or SAAS organizations a plus

• Ability to draft simple procedures and KB articles

Cool Things to Know:

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401k with employer match, and more.

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.

The Important Stuff:

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. [$68,000.00 - $102,000.00]

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.

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