[Hiring] Technical Support Engineering Manager @Jack Henry

Role Description

Jack Henry is seeking a Technical Support Engineering Manager to join the Professional Services SmartPay group within Enterprise Payment Solutions (EPS). This role will oversee a group of Technical Support Engineers that perform level two support for the SmartPay platform. To be successful in this role, candidates must be a hands-on working manager, a team player, and be able to keep up with all escalations while meeting business service-level agreements. This is not just a management position- we are seeking a true team player who can provide high level technical assistance and enjoys working in a fast-paced environment.

This position can be based to work out of any Jack Henry office or remotely from any US location. Travel for this role may be up to 5% for occasional team meetings.

• Manages the Level 2 support team which also manages afterhours escalations.
• Handles escalations from customers and various internal teams that have needs beyond what department resources can provide.
• Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues.
• Accurately assesses the customer's product issue or problem.
• Customer advocacy through conveying customer feedback to product development staff; reports new or recurring problems to design departments.
• Manages the research of customer problems/issues to provide the highest level of support possible.
• Keeps current on most recent changes and/or upgrades for company products and services.
• Manages the identification and resolution of application and service issues and any other questions that may arise.
• Works through others to mentor team through difficult escalations.
• Second level on-call responsibilities for the team.
• Develops procedures for finding and resolving problems with products and services.
• Delegates to appropriate technical or service personnel for follow-up.
• Ensures representatives are properly trained when existing products are upgraded, new products are released, and throughout the beta process.
• Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
• Maintains a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes.
• Performs employee evaluations; gives employee feedback and coaching to develop and improve performance.
• May perform other job duties as assigned.

Qualifications

• A minimum of 7 years in technical support experience.
• Previous experience as a manager, supervisor, or team lead in a technical environment, including managing escalations.
• Experience in the fintech, banking, payments, and/or ecommerce industries, or working with products that perform these functions.

Requirements

• Bachelor's degree.
• Proficiency in Microsoft SQL Server and SQL Command Languages.
• Strong experience with Excel including the use of pivot tables.
• Experience with the SmartPay platform or similar remote deposit product.

Benefits

• Outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.