Sr. Application Support Engineer
Company: Alkami Technology
Location: Plano
Posted on: May 15, 2022
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Job Description:
Alkami builds and delivers the nation's most innovative
cloud-based digital banking (online and mobile apps) for Credit
Unions and Banks with over 10M users on our platform. Through our
bold investments in technology and people, our clients confidently
grow, adapt quickly and build thriving digital banking communities
to compete against the Megabanks. Founded over 12 years ago with
headquarters in Plano, Alkami is one of the fastest growing
software companies in Texas. To share just a few of our recent
recognitions: Best Place to Work in Fintech; Inc. 5000 America's
Fastest-Growing Private Companies; Best & Brightest to Work For
Nationally; and, Comparably's Best for Workplace Culture. With
every Alkamist being provided ownership in Alkami, we are
obsessively intentional about our culture: optimistic-perseverance,
caring-collaboration, transparent-communication,
courageous-innovation, trusted-accountability and real-fun. Beyond
intentional culture, our commitment is to attract and retain
amazing talent by fostering a high-growth, dynamic and rewarding
environment; providing great benefits; making meaningful
investments in learning and development; celebrating our successes
together in remarkable ways; and, ACTing together by taking time to
give back and volunteer. Position Overview: Alkami is hiring a Sr.
Application Support Engineer that has crisis management and
customer facing experience. This position will reside within our
Problem Management team and be responsible for researching and
resolving systemic application issues reported by customers and
partners, handling critical issues as they are reported, and
resolving any senior level escalations. Qualified candidates must
have exceptional communication skills, a deep technical skillset,
and ability to handle stressful situations. This position will be
responsible for helping work on Problem Management items pertaining
to identifying key areas for improvement, as well as helping with
Crisis Management during escalations. This position will serve as
the primary point of contact between Alkami and the customer during
critical support incidents. This position will not be managing a
large queue, but a small subset of critical tickets that must be
addressed immediately as they are opened. Key Responsibilities &
Duties: Manage any high priority issues that are received by the
Application Support team and drive those to completion before their
contractual MSA agreement deadline Work cross functionally to
complete your critical tickets with any necessary team within the
company Maintain detailed notes and time logging around high
priority issues to meet compliance reporting requirements Lead and
mentor members of the Application Support team to serve the needs
of the customer Build and maintain strong internal relationships to
ensure SLA's/OLAs and service excellence is provided to Alkami's
clients Assist on projects focusing on deep dive analysis around
the prevention of internal and external issues. Focusing on issues
that can be solved by internal process improvements, code fixes, or
potentially with the implementation of technology Manage the
Application Support defect submissions to Development ensuring they
are addressed in a timely manner Provide timely and high level of
technical expertise around special projects asked from support
leadership Qualifications: 8+ years of experience in a Support
Application role and/or Technical Team Lead role Bachelor's degree,
or relevant related work experience Proven ability in a support
environment, or technical team lead role in an operational
environment Ability to work under a high pressure environment Must
be proficient in MSQL and be able to write and modify queries based
on the needs of the situation Team Player - Understands and
contributes to team goals, promotes teamwork and cooperative
working relationships Crisis Management experience for escalated
issues Client Focused - dedicated to understanding and meeting the
expectations and requirements of internal and external clients;
understands and strives to meet client requirements in an efficient
and constructive manner and acts with the client in mind
Availability Focused & Problem Solver - recognizes the need to
restore services quickly and effectively, uses logic to solve
problems; exhibits sound and timely analysis and judgment; does not
avoid problems; identifies problems and brings forward alternative
solutions; includes appropriate people when troubleshooting issues
Influencing & Communicating - ability to use formal and informal
written and/or verbal communication channels to influence others;
articulates ideas and thoughts clearly both verbally and in
writing; able to influence without the power of position; gets
things done through formal and informal channels and networks
Dynamic and self-motivated - able to work on their own initiative
and deliver the objectives required to maintain the operational
service Experience/knowledge of the financial services industry
Ability to provide training to team members to assist with
knowledge transfer of specialized skills Desired Skills: Excellent
and diverse technical background, experience with financial
applications, iOS and Android mobile applications and web/app tier
architectures is a plus Experience working with Development and
Product teams Experience with priority management Familiarity with
various online banking applications and understanding of third
party integrations are strong plusses Demonstrated experience using
Jira and Confluence Ability to draft simple procedures and KB
articles Any experience with C# 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. Did you know every
Alkamist has ownership in Alkami? We also have on and off site
employee events and activities. Relocation: Unfortunately we don't
offer relocation assistance. We are ready for you to contribute
from our super cool Plano, TX location. Work Authorization: We
cannot offer employer 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 - we know who you are and we love you, but we don't need you
right now. 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.
Keywords: Alkami Technology, Plano , Sr. Application Support Engineer, Engineering , Plano, Texas
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