Alkami Technology - Plano, TX
posted 4 months ago
Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States, dedicated to transforming retail and business banking through innovative solutions. The company specializes in digital account opening, loan origination, payment fraud prevention, and data analytics, serving over 18.1 million users. Founded in 2009, Alkami has been recognized for its intentional culture and significant growth, earning accolades such as Best Place to Work in Fintech and Comparably's Best Company Culture. As a remote-first organization, this position can be based in Plano, TX, or remotely within the US. The Application Support Engineer will play a crucial role in supporting ACH Alert clients by managing ticket requests and providing exceptional customer service. This position requires a proactive approach to researching and resolving application issues reported by customers and partners. The ideal candidate will possess strong communication skills, serving as the primary point of contact between Alkami and its customers during support incidents. The engineer will be responsible for efficiently triaging and resolving customer issues, escalating them to management when necessary, and ensuring that service level agreements (SLAs) are met. In addition to technical support, the engineer will identify trends and ongoing issues, providing visibility and recommendations to management to help reduce or eliminate recurring problems. Building and maintaining strong internal relationships is essential to ensure service excellence for Alkami's ACH Alert clients. This role demands a client-focused mindset, with a dedication to understanding and meeting the expectations of both internal and external clients, while also being adaptable to changing requirements and environments.