Application Support Engineer

Alkami Technology is a digital sales and service platform provider for U.S. banks and credit unions. The Application Support Engineer will independently troubleshoot and resolve customer-reported issues within Alkami’s platform, collaborating with cross-functional teams to enhance operational excellence and improve client experience.

Responsibilities:

• Classify and document incoming application support tickets by severity, urgency, and category
• Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior
• Prioritize and manage tickets by maintaining SLAs and escalating when necessary
• Resolve tickets across a minimum of 5 product categories with sufficient depth, while having the capability to manage tickets across all product categories
• Collaborate with internal teams by escalating complex issues with clear diagnostics and context
• Escalation point for lower-level engineers, aiming to assist lower-level engineers in resolving tickets without formal handoff when possible
• Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures
• Contribute to release readiness by validating application updates and participating in deployment support
• Improve client experience by maintaining empathy and professionalism during technical investigations
• Participate in on-call rotations by supporting after-hours high-severity incidents
• Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively
• Identify recurring issues by conducting root cause analysis and recommending permanent fixes

Requirements:

• Proficiency in SQL and log analysis
• 2+ years in a B2B Application
• Knowledge of ITIL or SaaS principles
• Experience in troubleshooting application issues in distributed systems
• Strong communication and client interaction skills
• Time management and the ability to handle multiple priorities
• Experience in FinTech or banking applications
• Familiarity with ACH file formats and processing
• Experience with Jira, ServiceNow, or similar ticketing systems
• Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic)
• Experience with Google Workspace or similar collaboration tools