Director, Application Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide strategic and operational guidance for Alkami’s Application Support function.

• Oversee a team of front-line Application Support Managers along with their respective engineering teams.

• Ensure daily operations are executed effectively through managers while directing medium- to long-term enhancements in personnel, processes, and platform utilization 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 desired business/client outcomes.

• Collaborate with Product, Engineering, Client Care, and other stakeholders to minimize incident volume and enhance stability.

⛳️ Requirements

• 10+ years of experience in B2B application/technical support for complex, distributed SaaS applications.

• 5+ years of direct experience managing leaders or multi-team operations in a high-volume support or technical operations setting.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field; or equivalent practical experience.

• Proven track record of successfully leading leaders in a technical support or operations environment, preferably across distributed/remote teams.

• Extensive knowledge of B2B application support for n-tier, API-driven, or cloud architectures (e.g., C#, SQL Server, IIS, web services/APIs).

• Demonstrated capability to manage operations based on metrics: creating dashboards, analyzing trends, and utilizing data for staffing and prioritization decisions.

• Strong experience in incident management and crisis leadership, including effective communication at the executive level.

• Exceptional stakeholder management and communication skills, adept at engaging with executives and strategic clients.

• Familiarity with ServiceNow (or similar ITSM/Ticketing platforms) and Jira/Confluence or equivalent tools, especially in the context of Application Support management.

• Ability to navigate through uncertainty, balance immediate crisis resolution with long-term enhancements, and guide teams through transitions.

• Preferred: Experience in FinTech, BankTech, or financial services, with a solid understanding of online banking workflows and partner integrations.

• Knowledge of ITIL or similar service management frameworks; relevant certifications are a plus.

• Experience in workforce planning, forecasting, and performance management within support organizations.

• Experience in leading large-scale process/tool transformations (e.g., migration to ServiceNow or similar platforms) from an Application Support execution perspective.

🏝️ Benefits

• Remote-first work environment.

• Unlimited paid time off.

• 401(k) plan with employer matching.