Staff Technical Support Specialist

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

📋 Description

• Act as the main point of contact for customers regarding assigned tickets and serve as an escalation resource for Technical Support Specialists.

• Respond to customer queries and resolve intricate technical challenges.

• Ensure a positive customer experience by providing prompt and precise solutions.

• Set up and deploy backend configurations for financial institutions utilizing JSON and Postman.

• Work together with Activation Engineers to ensure that configurations meet core integration criteria and constraints.

• Offer client-facing support that requires extensive functional or technical knowledge.

• Configure and refresh third-party integrations following implementation.

• Collaborate with Product and Engineering teams on enhancement proposals and documented bug issues.

• Convert business needs into scalable system configurations that adhere to best practices.

• Guide and mentor new Support Specialists.

• Facilitate continuous training for Support agents and hold team Office Hours.

• Independently manage high-priority tickets that require complex resolution processes.

• Develop runbooks and playbooks for the support team.

• Build functional expertise in deposit account opening workflows and core variations.

• Provide insights to Product and Engineering to enhance scalability and supportability.

⛳️ Requirements

• Over 5 years of experience in technical support or implementation.

• Proficient in conducting bug/incident investigations and performing impact/root cause analyses.

• Experience with relational databases and SQL dialects (e.g., Postgres, BigQuery).

• Exceptional verbal and written communication skills, both internally and in client interactions.

• Familiarity with browser console technologies such as Chrome developer tools.

• Capability to learn and comprehend complex software tools.

• Experience in configuring or integrating with core banking systems or other regulated environments.

• Knowledge of deposit account opening and loan origination processes in banks or credit unions.

• Familiarity with JIRA or similar ticketing platforms.

• Background in fintech or regulated services.

• Experience in mentoring and training team members.

• Must be eligible for full-time employment in the US.

• Alkami is currently unable to provide employment sponsorship.

🏝️ Benefits

• Remote-first work environment.

• Unlimited paid time off.

• 401(k) plan with employer matching.

• A diverse and inclusive workplace.

• A fun and engaging culture.