Technical Support Specialist; MANTL

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. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.

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). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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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, and ensuring a positive customer experience. You will work closely with other team members and departments to provide timely and accurate solutions. Additionally you will be responsible for mentoring new team members and 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.

• 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

• Independently take on high priority tickets that require complex resolution steps
• Create runbooks and playbooks for the support team to 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

You have a passion for learning and developing. You are energized by solving complex problems. You have a proven record of communicating effectively both internally and externally. You think systemically and understand how configuration decisions impact downstream workflows. You take pride in doing things correctly and sustainably - not just quickly. You are organized and able to manage multiple priorities in a…