Alkami
Director, Application Support
US Remote · Director · Full-time
Work authorization required$156k-$195kDetected 30 days ago
C#SQLCybersecurityJiraConfluenceStakeholder ManagementForecastingPerformance ManagementCustomer SupportLeadershipCommunicationMentoring
About the role
- The salary range for this position is: $156,000 - $195,000 Cool Things to Know Not Just Any Company: Alkami has an awesome diverse and inclusive environment.
- Work Authorization: We cannot offer employment sponsorship at this time.
- Alkami will not tolerate discrimination or harassment based on any of these characteristics.
Responsibilities
- As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.
- 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.
- The Director, Application Support provides strategic and operational leadership over Alkami's Application Support function, managing a team of front‑line Application Support Managers and their respective engineer teams.
- Delivering consistent, high‑quality support for Alkami's digital banking solutions at scale
- Aligning Application Support operations and use of tooling (ServiceNow/Alkami Support Hub) with the Support Excellence strategy and business/client outcomes
- Partnering with Product, Engineering, Client Care, and other stakeholders to reduce incident volume, improve stability, and drive long‑term customer retention
- Own department‑level KPIs for Application Support (e.g., FRT, backlog age, SEV MTTR, CSAT/CES) and run regular business reviews to track performance and drive decisions.
- Lead, develop, and mentor front‑line Application Support Managers, building a strong bench of people leaders.
- Drive consistent people leadership practices (1:1s, team meetings, performance management, recognition, succession planning) across all Application Support teams.
- Partner with HR/People teams on hiring, workforce planning, and career pathways for Application Support (IC and leadership tracks).
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field
Nice to have
- Strong experience with incident management and crisis leadership, including executive‑level communication.
- Experience with ServiceNow (or similar ITSM/Ticketing platforms) and Jira/Confluence or equivalent tools, specifically in the context of running Application Support.
- Knowledge of ITIL or similar service management frameworks
- relevant certifications a plus.
- Master's degree or advanced leadership/technical certifications preferred
Skills
- Knowledge, Skills, & Qualifications
- Excellent stakeholder management and communication skills, comfortable operating with executives and strategic clients.
Compensation
- 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.
- $156,000 - $195,000
- Translate strategy into clear annual/quarterly priorities, metrics, and execution plans for Application Support managers and their teams.
Benefits
- Oversee on‑call and incident coverage models for Application Support, ensuring sustainable rotations and clear ownership for after‑hours support.
Company info
- 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.
- We are not looking for outside recruiting firms to help us in this search.
- Thank you for understanding.
- 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.
- 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).
Equal opportunity
- 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.
Visa & Work Authorization
- We cannot offer employment sponsorship at this time.
This listing is sourced directly from Alkami's careers page and normalized into a canonical job model.