Remote After-Hours Technical Support Manager

Jack Henry; Charlotte (NC); Remote; USD 110,000 - 125,000; Full time

Job summary

Jack Henry in Charlotte, NC, is seeking a senior technical support leader to manage an experienced team delivering complex product support after hours. The role requires strong escalation handling, cross‑functional collaboration, and ensuring service levels while maintaining customer relationships.

The position is remote, with an afternoon–evening shift Monday–Friday and a compensation range of $110,000–$125,000, commensurate with location and experience. Onsite interviews may be required.

Qualifications

• 7+ years of experience in technical support.
• Previous leadership experience required.
• Able to work an afternoon to evening shift.

Responsibilities

• Takes escalated calls from customers that have needs beyond what department resources can provide.
• 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.
• Manages the identification and resolution of application and service issues and any other questions that may arise.
• 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 or new products are released.
• Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
• May maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the SOPs and any updates or changes.
• Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance.
• May perform other job duties as assigned.

Skills

Leadership

Technical Support

Escalation Management

Education

Bachelor's degree

Job description

Jack Henry in Charlotte, NC, is seeking a senior technical support leader to manage an experienced team delivering complex product support after hours. The role requires strong escalation handling, cross‑functional collaboration, and ensuring service levels while maintaining customer relationships.

The position is remote, with an afternoon–evening shift Monday–Friday and a compensation range of $110,000–$125,000, commensurate with location and experience. Onsite interviews may be required.