Application Support Engineer

• 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.

2+ years in a B2B application support role

Education Level Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience

Knowledge, Skills, & Qualifications

Required

• Proficiency in SQL and log analysis

• 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

Preferred

• 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

Remote Hiring Remotely in US 72K-90K Annually Junior Remote Hiring Remotely in US 72K-90K Annually Junior Provide Tier 2 application support for Alkami’s SaaS platform: triage and resolve customer tickets using log analysis and SQL, manage SLAs and escalations, participate in on-call rotations, document resolutions, validate releases, and collaborate with engineering and product teams. The summary above was generated by AI, The salary range for this position is: $72,000 - $90,000Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

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.