Remote Tech Support Engineering Manager – FinTech

Jack Henry & Associates, Inc.; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Jack Henry & Associates, Inc. seeks a Technical Support Engineering Manager to lead a Level 2 Support team in the SmartPay group. You will drive escalations, mentor engineers, and partner with product and others to resolve complex issues in a fast-paced environment.

Based remotely from anywhere in the U.S. and travel up to 5% for team meetings, you will help ensure SLAs are met and customer advocacy is advanced through proactive problem solving and process improvements.

Qualifications

• Minimum 7 years of experience in technical support.
• Experience as a manager, supervisor, or team lead in a technical environment, including managing escalations.
• Experience in fintech, banking, payments, and/or ecommerce domains.

Responsibilities

• Manages the Level 2 support team including afterhours escalations.
• Escalations from customers and internal teams; coordinates efforts to resolve issues.
• Mentors team through difficult escalations and on-call responsibilities.
• Develops procedures to find and resolve product issues and upgrades.
• Ensures training on product upgrades and SOP adherence.

Skills

Technical leadership

Technical support

Fintech payments knowledge

SQL proficiency

Education

Bachelor's degree

Tools

SQL Server

SQL

Excel (pivot tables)

Job description

Jack Henry & Associates, Inc. seeks a Technical Support Engineering Manager to lead a Level 2 Support team in the SmartPay group. You will drive escalations, mentor engineers, and partner with product and others to resolve complex issues in a fast-paced environment.

Based remotely from anywhere in the U.S. and travel up to 5% for team meetings, you will help ensure SLAs are met and customer advocacy is advanced through proactive problem solving and process improvements.