152 applicants

Company

Alkami Technology · 4 hours ago

Application Support Engineer

Plano, TX

Full-time

Remote

Entry, Mid Level

$71K/yr - $106K/yr

2+ years exp

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Responsibilities

Leverage critical thinking, technical expertise, and advanced problem-solving skills to efficiently resolve and close support cases, ensuring timely and effective solutions for complex technical issues.

Efficiently manage and prioritize a support case queue to ensure timely resolution and closure, consistently meeting or exceeding service level agreements (SLAs)

Collaborate with other members of the Application Support team to serve the needs of the customer

Communicate accurately, clearly and effectively with customers both verbally and in writing

Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner

Work closely with product development, quality assurance, and other internal teams to escalate complex issues, ensuring the delivery of effective solutions.

Ensure all client interactions and communications are documented and adhere to internal SLAs

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SQLApplication SupportSaaSFinTechJiraPostGresLinuxCustomer Relationship SkillsGoogle DocsTechnical Communication

Required

2+ years of experience working on a support team

Previous work experience in a SaaS, FinTech, Bank or similar industry highly desirable

Experience creating and interpreting custom scripts using a more advanced SQL query structure

Ability to work under a high-pressure, fast-paced environment

Team Player - understands and contributes to team goals, promotes teamwork and cooperative working relationships

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

Ability to effectively manage customers and their expectations

Strong attention to detail and demonstrated expertise in technical application support tasks

Exceptional communication and customer relationship skills

Flexible and adaptable to changing requirements and environments

Dynamic and self-motivated with a strong capability to partner and collaborate with others

Working knowledge of Jira

Strong command of utilizing Google docs

Knowledge and understand PostGres and/or Linux