Sr. Application Support Engineer
Core
Researching and resolving application issues reported by customers and partners, serving as the primary point of contact during support incidents.
Role type
Senior Application Support Engineer
Builds
Maintains stability and resolution of issues for Alkami's digital sales and service platform for U.S. banks and credit unions
Domain
Fintech / Banking SaaS
Deliverable
client delivery
Required skills
ticket management, SQL query structure, JIRA, complex problem solving, customer communication, process adherence, subject matter expertise
Preferred skills
KB article drafting, cross-functional testing, training support teams
Technologies
MS SQL, JIRA, Google docs
Responsibilities
Triage and resolve customer issues, escalate issues to management when appropriate, communicate effectively with customers verbally and in writing, suggest improvements to reduce recurring issues, hand-off issues to other teams, handle assigned tickets to resolution, serve as SME in at least three functional areas, review and update site configuration in MS SQL databases, take after-hours calls for SEV 1 issues
Seniority
Senior, hands-on IC