Manager, Application Support

🕒 6 days ago

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Alkami Technology

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏦 Banking

💳 Fintech

☁️ SaaS

💰 $300M Post-IPO Debt - Alkami Technology on 2025-03

Banking • Fintech • SaaS

Alkami Technology is a digital banking software company that provides a cloud-based Digital Sales & Service Platform for banks and credit unions. Its platform combines onboarding and account opening (via MANTL), digital banking, and data & marketing solutions to enable anticipatory, data-driven customer experiences, faster account origination, fraud protection, payment reporting, and personalized marketing. Alkami serves financial institutions (retail and business customers) and offers integrations, developer tools, and implementation support to drive deposit growth, reduce churn, and improve operational efficiency.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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