Application Support Engineer
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.
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The Application Support Engineer independently troubleshoots and resolves customer-reported issues within Alkami’s ACH Alert Fraud Prevention platform. This role applies professional expertise in application support, manages escalations, and ensures effective client communication throughout the issue lifecycle. Application Support Engineers at this level actively collaborate with cross-functional teams and contribute to operational excellence by creating documentation and improving processes. Job Description
Essential Duties & Responsibilities
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Classify and document incoming ACH Alert support tickets by severity, urgency, and category.
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Resolve client issues by analyzing logs, running SQL queries, and reviewing application and file processing behavior.
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Prioritize and manage tickets by maintaining SLAs and escalating when necessary.
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Collaborate with internal teams by escalating complex issues with clear diagnostics and context.
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Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures.
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Contribute to release readiness by validating application updates and participating in deployment support.
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Improve client experience by maintaining empathy and professionalism during technical investigations with financial institution clients.
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Participate in on-call rotations by supporting after-hours high-severity production incidents.
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Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively.
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Identify recurring issues by conducting root cause analysis and recommending permanent fixes.
Recommended Experience & Education
Minimum Years of Experience 2+ years in a B2B application support role.
Education Level Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience
Knowledge, Skills, & Qualifications
Required
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Proficiency troubleshooting distributed systems across clients, vendors, 3rd parties
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Extensive experience supporting a SaaS platform
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Demonstrated experience troubleshooting APIs/SFTPs/integration points
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Strong communication and client interaction skills
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Time management and the ability to handle multiple priorities
Preferred
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Familiarity with NACHA/X9.37 file formats and processing
- Proficiency in SQL
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Experience in FinTech or banking applications
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Experience with Jira, ServiceNow, or similar ticketing systems
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Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic, Kibana)
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Experience with Google Workspace or similar collaboration tools
- Experience with AI tools
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Experience working with Positive Pay Solutions within a Bank or Credit Union environment
The salary range for this position is: $70,000 -