Application Support Engineer

Application Support Engineer

The Application Support Engineer independently troubleshoots and resolves customer-reported issues within Alkami's ACH Alert Fraud Prevention 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 ACH Alert support tickets by severity, urgency, and category.
• Resolve client issues by analyzing logs, running SQL queries, and reviewing application and file processing behavior.
• Prioritize and manage tickets by maintaining SLAs and escalating when necessary.
• Collaborate with internal teams by escalating complex issues with clear diagnostics and context.
• 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 with financial institution clients.
• Participate in on-call rotations by supporting after-hours high-severity production 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 troubleshooting distributed systems across clients, vendors, 3rd parties
• Extensive experience supporting a SaaS platform
• Demonstrated experience troubleshooting APIs/SFTPs/integration points
• Strong communication and client interaction skills
• Time management and the ability to handle multiple priorities

Preferred

• Familiarity with NACHA/X9.37 file formats and processing
• Proficiency in SQL
• Experience in FinTech or banking applications
• Experience with Jira, ServiceNow, or similar ticketing systems
• Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic, Kibana)
• Experience with Google Workspace or similar collaboration tools
• Experience with AI tools
• Experience working with Positive Pay Solutions within a Bank or Credit Union environment

The salary range for this position is: $70,000 - $88,500