Technical Support Specialist (MANTL)

📋 Description

• • Alkami Technology, a leader in cloud-based digital banking solutions, is seeking a highly motivated and customer-centric Technical Support Specialist to join our MANTL team. This remote-first role is crucial for providing exceptional support to our financial institution clients, ensuring they maximize the value of our innovative digital banking platforms.
• • As the primary point of contact for our customers, you will be instrumental in addressing their inquiries, meticulously investigating and resolving complex technical issues, and championing a consistently positive customer experience. Your expertise will directly contribute to client satisfaction and retention, reinforcing Alkami's reputation for outstanding service.
• • You will collaborate closely with internal teams, including engineering, product, and customer success, to diagnose problems, identify root causes, and implement timely and accurate solutions. This cross-functional teamwork is essential for maintaining the high standards our clients expect.
• • This Technical Support Specialist position offers a significant opportunity for professional growth and impact within MANTL. The foundational skills and experience gained in this role can pave the way for diverse career paths within Alkami, including potential transitions into software engineering or other specialized technical fields.
• • We are looking for individuals who possess a genuine passion for continuous learning and professional development. The ideal candidate thrives on tackling intricate challenges and is energized by the process of finding effective solutions.
• • Exceptional communication skills are paramount. You must be adept at conveying technical information clearly and concisely, both in written and verbal formats, to a variety of audiences, including clients and internal stakeholders.
• • A strong sense of urgency and a proactive approach to problem-solving are essential. You will be expected to prioritize tasks effectively and respond to critical issues with speed and precision.
• • At the core of this role is an unwavering commitment to customer obsession. You will advocate for the customer's needs, ensuring their issues are heard, understood, and resolved to their satisfaction.
• • Your responsibilities will include detailed bug and incident investigation, performing thorough impact and root cause analyses. This requires a methodical approach and the ability to leverage technical tools and data effectively.
• • You will be expected to utilize relational database technologies, such as PostgreSQL, to aid in your investigations and problem-solving efforts.
• • Proficiency in writing basic SQL queries (e.g., insert, update) will be necessary for data manipulation and analysis during troubleshooting.
• • You will leverage browser console technologies, such as Chrome Dev Tools, to diagnose front-end issues and understand user interactions with our platforms.
• • The ability to learn and quickly understand complex software tools and systems is critical for success in this role, as you will be working with sophisticated digital banking solutions.
• • Familiarity with customer support platforms like Zendesk is highly desirable, as it will streamline your workflow and enhance your ability to manage support tickets efficiently.
• • You will be a key player in ensuring the smooth operation and continuous improvement of our digital banking solutions, directly impacting the success of our financial institution clients and their end-users.
• • This role is ideal for someone who enjoys being a technical detective, piecing together clues to solve challenging problems and improve user experiences.
• • You will contribute to a culture of excellence and continuous improvement, providing valuable feedback to product and engineering teams based on customer interactions and technical findings.
• • By joining Alkami, you become part of a company recognized for its intentional culture, rapid growth, and commitment to empowering clients and employees alike. Your contributions will be valued in an environment that fosters innovation and professional development.