Director, Application Support

🕒 2 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

• Provide strategic and operational leadership over Alkami’s Application Support function • Managing a team of front‑line Application Support Managers and their respective engineer teams. • Ensure day‑to‑day execution through managers while steering medium‑ to long‑range improvements in people, process, and platform usage for Application Support. • Deliver consistent, high‑quality support for Alkami’s digital banking solutions at scale • Align Application Support operations with the Support Excellence strategy and business/client outcomes • Partner with Product, Engineering, Client Care, and other stakeholders to reduce incident volume and improve stability.

🎯 Requirements

• 10+ years in B2B application/technical support for complex, distributed SaaS applications • 5+ years directly leading managers or multi-team operations in a high-volume support or technical operations environment • Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field; or equivalent practical experience • Proven success leading leaders in a technical support or operations environment, ideally across distributed/remote teams. • Deep understanding of B2B application support for n-tier, API-driven, or cloud architectures (e.g., C#, SQL Server, IIS, web services/APIs). • Demonstrated ability to run an operation from metrics: building dashboards, interpreting trends, and using data to make staffing and prioritization decisions. • Strong experience with incident management and crisis leadership, including executive-level communication. • Excellent stakeholder management and communication skills, comfortable operating with executives and strategic clients. • Experience with ServiceNow (or similar ITSM/Ticketing platforms) and Jira/Confluence or equivalent tools, specifically in the context of running Application Support. • Ability to navigate ambiguity, balance short-term fire-fighting with long-term improvements, and lead teams through change. • Preferred: Experience in FinTech, BankTech, or financial services, with familiarity with online banking workflows and partner integrations. • Knowledge of ITIL or similar service management frameworks; relevant certifications a plus. • Background in workforce planning, forecasting, and performance management for support organizations. • Experience leading large-scale process/tooling transformations (e.g., migration to ServiceNow or similar platforms) from an Application Support execution standpoint.

🏖️ Benefits

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