Sr. Application Support Engineer

Alkami Technology is a leading cloud-based digital banking solutions provider for financial institutions in the United States. They are hiring a Senior Application Support Engineer responsible for researching and resolving application issues reported by customers and partners while serving as the primary point of contact during support incidents.

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
• 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 assist resolving SEV 1 issues

Requirements:

• 5+ years of experience working on a support team and solving complex problems
• Strong ability to create and interpret custom scripts using a more 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