Director, Application Support

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.

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 18.1M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

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Position Overview :

Alkami is looking for a Director of Application Support who will manage and oversee the Application Support team, ensure the smooth operation of our client's applications and work closely with other internal teams.

You will play a crucial role in providing exceptional technical support, mitigating issues, and maintaining solid relationships with internal stakeholders (CSM, QA Team, Engineering Team) and Clients.

This role will require strong leadership, operational understanding of Support, and the ability to collaborate with various stakeholders to meet business objectives.

Key Responsibilities & Duties :

• Lead and manage the Application Support team, including hiring, training, and performance evaluations.
• Develop and implement strategies to enhance the performance and efficiency of the support team.
• Oversee the day-to-day operations of the support team, ensuring timely response and resolution of client issues.
• Continuously improve support processes to meet or exceed SLAs.
• Analyze support ticket data to identify trends and areas for improvement.
• Maintain a high level of customer satisfaction by providing exemplary support services to both internal and external stakeholders.
• Develop and maintain documentation and knowledge resources for the support teams.
• Participate in escalated client issues, providing leadership and communication / documentation when needed.

Qualifications :

• Proven experience in leading and managing a technical support team.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
• Strong understanding of application support best practices.
• Excellent problem-solving and communication skills.
• Proficiency in using support ticketing systems.
• Ability to work well under pressure and meet deadlines.
• Minimum 5+ years of experience in creating, managing, and leading teams.
• Exceptional customer service skills and a customer-centric mindset.
• Knowledge of Jira
• Bachelor’s degree (B.A) from four-year-college, or university, or 5+ years related experience and / or training or equivalent combination of education and experience.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to write speeches and articles using original or innovative techniques or style.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and / or boards of directors.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must be able to understand the application at a technical level and be able to communicate details about it to people with varying technical skills.

Desired Skills :

• Past experience working at high-scale and high-growth SaaS platforms
• Past experience working in TechFin

Cool Things to Know

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.

$151,360.00 - $227,040.00

The Important Stuff

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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