Sr. Application Support Engineer

Key Responsibilities

• Collaborate with other members of the Application Support team to serve the needs of the customer.
• Efficiently triage and resolve customer issues and remain calm in trying situations, escalating issues to the manager when appropriate.
• Communicate accurately, clearly and effectively with customers both verbally and in writing.
• Make suggestions 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.
• Effectively handle all assigned tickets through to support resolution.
• Serve as a Subject Matter Expert (SME) in at least three functional areas.
• Review and update site configuration primarily in MS SQL databases.
• Be on rotation to take after‑hours calls and be available to assist 24/7/365 to resolve SEV‑1 issues.

• 5+ years of experience working on a support team and solving complex problems.
• Strong ability to create and interpret custom scripts using advanced SQL query structure.
• Advanced experience using JIRA or a similar ticketing system.
• Familiarity with Google Docs.
• Exceptional communication and customer‑facing skills.
• Strong problem‑solving skills.
• Ability to effectively manage customers and their expectations.
• Strong attention to detail and demonstrated expertise in technical application support tasks.
• Flexible and adaptable to changing requirements and environments.
• A high degree of self‑confidence and self‑motivation.

• Ability to communicate clearly and effectively with all internal and external stakeholders.
• Ability to review and draft more complex procedures and KB articles.
• Works cross‑functionally to test new features, as well as train the Support team on new functionality.

$80,000 - $100,000

• Remote‑first environment.
• Unlimited paid time off.
• 401(k) with employer match.
• Other benefits include comprehensive health, dental and vision coverage, and employee wellness programs.

Applicants must be eligible to work in the United States for full‑time employment. No sponsorship is available at this time.

We are not looking for outside recruiting firms to help us in this search.

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.

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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