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Sr. Application Support Engineer

Company: Alkami Technology
Location: Plano
Posted on: May 15, 2022

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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