Manager, Application Support

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. 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). We're building a culture where each Alkamist can perform to their highest potential, and we're always on the lookout for the best and brightest minds. If you're ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. 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. Follow us on Glassdoor and LinkedIn! Alkami is seeking an experienced and driven Manager to lead our ACH Alert Application Support team. This role is the operational backbone of the post-go-live experience for our financial institution clients, overseeing a team of Application Support Engineers who serve as the primary point of contact for production issues across the ACH Alert platform. You will report to the Director, Alkami Solutions Group and work closely with cross-functional partners across Engineering, Product, Implementations, and Client Relations to deliver a best-in-class support experience. Essential Duties & Responsibilities Team Leadership & Operational Management Lead, coach, and develop a team of Application Support Engineers dedicated to the ACH Alert (Positive Pay and Reporting solutions) platform Build a culture of ownership, urgency, and continuous improvement where the financial institution's success is the team's North Star Participate in hiring, set performance expectations, manage growth plans, and address underperformance directly Maintain an on-call rotation structure via PagerDuty for after-hours SEV 1 coverage, ensuring the team meets SLA commitments of 60-minute initial response and 24-hour resolution windows Participate in and lead key items across weekly, monthly, and quarterly team meetings and training sessions Client Experience & Escalation Management Personally own escalations from direct reports and follow a methodical escalation process through to senior leadership when warranted Maintain a high bar for client-facing communication — your team represents Alkami to financial institutions navigating real-time fraud prevention challenges Serve as an executive point of contact for critical production incidents affecting ACH Alert (Positive Pay and Reporting solutions) clients Remain calm and decisive under pressure, confidently taking ownership of important decisions in the absence of leadership Performance Metrics & Data-Driven Operations Define, track, and report on key performance indicators including ticket resolution time, SEV 1 response compliance, client satisfaction, and recurring issue trends Use data to drive decisions and surface patterns to Product and Engineering that reduce incident volume over time Communicate team metrics clearly and consistently to leadership on a regular cadence Process & Operational Excellence Build and enforce rigorous operational processes — from ticket triage and routing standards within the ACH Alert (Positive Pay and Reporting solutions) Help Desk to handoff procedures between Support, Implementations, and Engineering Identify recurring issue patterns and work cross-functionally to eliminate root causes Lead the team in maintaining and expanding a robust knowledge base in Confluence to accelerate resolution times and enable team self-sufficiency Identify opportunities for continuous improvement and drive operational efficiencies in partnership with ASG leadership Cross-Functional Collaboration Partner closely with ACH Alert (Positive Pay and Reporting solutions) Implementations, Engineering, Product, and the Database team to ensure seamless transitions from go-live into production support Align with the broader Application Support leadership to drive consistency in tooling, process, and client experience Represent Support in cross-functional planning conversations, especially as new ACH Alert modules or integrations roll out Team Development & Knowledge Management Invest in your team's technical depth across ACH Alert's full product suite — Fraud Prevention HQ, ACH Positive Pay and Check Positive Pay, PDX, EDI TransAlert, and C.O.P.S. Establish SME ownership across functional areas and facilitate regular knowledge-sharing sessions Ensure the team stays current as the platform evolves through product releases Drive adoption of tools and AI-assisted workflows that improve team efficiency and response quality Knowledge, Skills, & Qualifications Required Qualifications 7+ years of experience in technical support or application support, with at least 2 years in a people management or team lead role Proven ability to manage a team supporting complex SaaS platforms in a high-stakes, client-facing environment Exceptional written and verbal communication skills — able to de-escalate a tense FI call just as effectively as summarizing ticket trends for a VP Demonstrated experience using data and KPIs to drive operational improvements Strong ability to work autonomously, make decisions under pressure, and own outcomes end-to-end Hands-on experience with SQL for reviewing and interpreting application configuration data Familiarity with help desk or ticketing systems and PagerDuty or similar on-call management tools Experience with Google Suite (Gmail, Drive, Docs, Sheets) Strong attention to detail and a high degree of self-motivation Preferred Qualifications Background working at or for a financial institution — particularly in deposit operations, treasury management, or back-office ACH processing Knowledge of ACH rules, NACHA file formats, and banking compliance obligations Experience working with common FI core platforms such as Fiserv, Symitar, JHA, Finastra, or Apiture Familiarity with ACH fraud prevention products or positive pay platforms Experience driving operational efficiencies and process standardization during periods of organizational growth or change The salary range for this position is: $125,000 - $145,000 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. 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. #LI-REMOTE https://alkami.com/careers Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. 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). We're building a culture where each Alkamist can perform to their highest potential, and we're always on the lookout for the best and brightest minds. If you're ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. 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. Follow us on Glassdoor and LinkedIn!