Remote After-Hours Tech Support Lead

Jack Henry; Birmingham (AL); Remote; USD 110,000 - 125,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Jack Henry is seeking an experienced Technical Support Manager to lead a remote team delivering advanced product support for financial services clients. This afternoon–evening shift role requires coordinating across departments, diagnosing complex issues, and upholding SLAs while fostering strong customer relationships.

Candidates should have at least 7 years in technical support, prior leadership, and the ability to work remotely from within the specified radius.

Qualifications

• Minimum of 7 years of experience in technical support.
• Previous leadership experience required.
• Must be able to work an afternoon to evening shift.

Responsibilities

• Takes escalated calls from customers that have needs beyond what department resources can provide.
• Coordinates with personnel from various departments to coordinate efforts and provide resolution.
• Conveys 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.
• Maintains current knowledge of changes and upgrades for company products and services.
• Ensures SLAs and corporate policies are adhered to.

Skills

Technical leadership

Technical support experience

Afternoon shift availability

Education

Bachelor's degree

Job description

Jack Henry is seeking an experienced Technical Support Manager to lead a remote team delivering advanced product support for financial services clients. This afternoon–evening shift role requires coordinating across departments, diagnosing complex issues, and upholding SLAs while fostering strong customer relationships.

Candidates should have at least 7 years in technical support, prior leadership, and the ability to work remotely from within the specified radius.