Manager, Application Support

🕒 Maio 28

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Alkami Technology

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2009

🏦 Bancário

💳 Fintech

☁️ SaaS

💰 $300.000.000 Post-IPO Debt - Alkami Technology em 2025-03

Banking • Fintech • SaaS

A Alkami Technology é uma empresa de software bancário digital que fornece uma Plataforma de Vendas e Serviços Digitais baseada em nuvem para bancos e cooperativas de crédito. Sua plataforma combina integração e abertura de contas (via MANTL), banco digital e soluções de dados e marketing para possibilitar experiências do cliente antecipatórias e baseadas em dados, originação de contas mais rápida, proteção contra fraudes, relatórios de pagamentos e marketing personalizado. A Alkami atende instituições financeiras (clientes de varejo e empresariais) e oferece integrações, ferramentas para desenvolvedores e suporte à implementação para impulsionar o crescimento de depósitos, reduzir o churn e melhorar a eficiência operacional.

Descrição

• lead, coach, and develop a team of Application Support Engineers dedicated to the ACH Alert platform • build a culture of ownership, urgency, and continuous improvement • participate in hiring, set performance expectations, manage growth plans, and address underperformance directly • maintain an on-call rotation structure via PagerDuty for after-hours SEV 1 coverage • personally own escalations from direct reports and follow a methodical escalation process through to senior leadership • define, track, and report on key performance indicators • build and enforce rigorous operational processes • partner closely with ACH Alert Implementations, Engineering, Product, and the Database team • invest in your team's technical depth across ACH Alert's full product suite • ensure the team stays current as the platform evolves through bi-annual product releases

🎯 Requisitos

• 7+ years of experience in technical support or application support • at least 2 years in a people management or team lead role • proven ability to manage a team supporting complex SaaS platforms in a high-stakes, client-facing environment • exceptional written and verbal communication skills • demonstrated experience using data and KPIs to drive operational improvements • strong ability to work autonomously, make decisions under pressure, and own outcomes end-to-end • hands-on experience with SQL for reviewing and interpreting application configuration data • familiarity with help desk or ticketing systems and PagerDuty or similar on-call management tools • experience with Google Suite (Gmail, Drive, Docs, Sheets) • strong attention to detail and a high degree of self-motivation.

🏖️ Benefícios

• unlimited paid time off • 401(k) with employer match • remote-first environment