Application Support Engineer
Core
Independently troubleshoot and resolve customer-reported issues within Alkami's ACH Alert Fraud Prevention platform, managing escalations and ensuring effective client communication.
Role type
Application Support Engineer (SaaS)
Builds
Operational excellence for Alkami's digital sales and service platform for U.S. banks and credit unions
Domain
Fintech / Banking / ACH Fraud Prevention
Deliverable
client delivery
Required skills
Troubleshooting distributed systems, SaaS platform support, API/SFTP/integration troubleshooting, SQL, Root cause analysis
Preferred skills
NACHA/X9.37 file formats, FinTech/banking applications, Jira/ServiceNow, Cloud monitoring tools (Splunk, Grafana, New Relic, Kibana), Positive Pay Solutions
Technologies
SQL, Jira, ServiceNow, Splunk, Grafana, New Relic, Kibana, Google Workspace
Responsibilities
Classify and document incoming support tickets, Resolve client issues by analyzing logs and running SQL queries, Prioritize and manage tickets maintaining SLAs, Collaborate with internal teams on complex issues, Enhance knowledge base with documentation, Participate in release readiness and deployment support, Participate in on-call rotations for high-severity incidents, Monitor environments to identify issues proactively
Seniority
Mid-level, hands-on IC