Technical Support Specialist (MANTL)

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.”

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 19.5M users.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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What you will do:

You will be responsible for managing and building our new technical support function at MANTL. You'll need to maintain both a customer and product-centric focus, working closely with our customer success and product development teams.You're expected to be experienced in deconstructing complex technical problems and building scalable, comprehensive solutions for enterprise customers.In addition, you will be responsible for building and scaling the support team to work directly with clients to understand their needs and solve issues. This includes
identifying bugs/limitations, initial incident investigation, facilitating service requests, and escalating appropriately within the organization.

Ideally, you will have existing experience working in a fast-paced environment in a
customer-facing role. You'll need to be analytical in your approach, able to measure, highlight, and report on impacting customer metrics.

About You:

● You have a passion for learning and developing.
● You are energized by solving complex problems.
● You communicate effectively both internally and externally.
● You have a strong sense of urgency.
● You are customer obsessed!

Required Experience & Skills

● 2+ years of technical support experience.
● Experience performing bug/incident investigation and impact/root cause analysis using relational database technologies such as PostgreSQL.
● Ability to write basic SQL (e.g., insert, update).
● Experience using browser console technologies such as Chrome dev tools.
● Familiarity with Zendesk.
● Experience and proficiency with look up tools such as BigQuery, Datadog, and Postman is required.
● Excellent verbal and written communication skills, both internal and client-facing.

● A true problem solver that uses broad thinking to strategically develop solutions.
● Ability to learn and understand complex software tools.

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.