Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.”

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). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 19.5M users.

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 Manager of Application Support will provide leadership to the Application Support team and will serve as the initial escalation point for customer issues. The manager will work with cross-functional teams to get support closing escalated tickets, will report common issues that are making it through QA, and suggest product improvements to reduce customer issues. The ideal candidate would have 5 years of experience managing a support team; a history of managing and being managed by remote staff is preferred.

Key Responsibilities & Duties

• Provide leadership to the Application Support team who are dedicated to specific areas of application support tickets, including fraud, customer service, cards, account intel, cores, and other areas, where needed 

• Act as the main point of contact for escalated issues and provide technical guidance to the team

• Ensure SLAs are met by monitoring ticket queues, and create and execute plans for mitigation and improvement when issues arise

• Send outage notices and keep customers updated on resolution progress

• Ensure the continuous improvement of application support processes and service delivery

• Oversee incident management, problem resolution, and ensure timely issue resolution for clients

• Effectively handle on-call responsibilities and be available to assist 24/7/365 to assist resolving SEV 1 issues

• Other duties as assigned

Qualifications:

• Bachelor’s degree from a 4 year university in a related field OR certifications or Associate’s degree for systems or network administration from a 2-year technical training program

• A minimum of 5 years of successful people management experience, preferably in a remote environment 

• History working with or supporting Microsoft C# applications, SQL Server, IIS, and n-tiered solutions, and a good understanding of WCF are a requirement

• Experience in FinTech, BankTech or the Banking industry is strongly preferred

• Passion for people and capability to build, coach, support, and effectively lead a remote team

• Must understand the application at a technical level and be able to communicate details about it to people with varying technical skills

• Strong communication skills that enable effective interactions with clients regarding sensitive inquiries or complaints

• Ability to effectively manage high-priority issues, ensuring they are resolved in a timely manner and communicated clearly to stakeholders

• Skilled at managing difficult customer or team situations diplomatically and effectively

Desired Skills:

• Deep experience and knowledge of Jira

• Professional experience with various online banking applications and understanding of third party integrations are preferred

The salary range for this position is $106,650 to $159,974

Cool 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.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

#LI-REMOTE

J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.

Salary : $106,650 - $159,974