The Application Support Engineer independently troubleshoots and resolves customer-reported issues within Alkami's platform. This role applies professional expertise in application support, manages escalations, and ensures effective client communication throughout the issue lifecycle. Application Support Engineers at this level actively collaborate with cross-functional teams and contribute to operational excellence by creating documentation and improving processes. Essential Duties & Responsibilities • Classify and document incoming application support tickets by severity, urgency, and category. • Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior. • Prioritize and manage tickets by maintaining SLAs and escalating when necessary. • Resolve tickets across a minimum of 5 product categories with sufficient depth, while having the capability to manage tickets across all product categories. • Collaborate with internal teams by escalating complex issues with clear diagnostics and context. • Escalation point for lower-level engineers, aiming to assist lower-level engineers in resolving tickets without formal handoff when possible. • Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures. • Contribute to release readiness by validating application updates and participating in deployment support. • Improve client experience by maintaining empathy and professionalism during technical investigations. • Participate in on-call rotations by supporting after-hours high-severity incidents. • Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively. • Identify recurring issues by conducting root cause analysis and recommending permanent fixes. Recommended Experience & Education Minimum Years of Experience 2+ years in a B2B application support role Education Level Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience Knowledge, Skills, & Qualifications Required • Proficiency in SQL and log analysis • Knowledge of ITIL or SaaS principles • Experience in troubleshooting application issues in distributed systems • Strong communication and client interaction skills • Time management and the ability to handle multiple priorities Preferred • Experience in FinTech or banking applications • Familiarity with ACH file formats and processing • Experience with Jira, ServiceNow, or similar ticketing systems • Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic) • Experience with Google Workspace or similar collaboration tools The salary range for this position is: $72,000 - $90,000 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. #LI-REMOTE