Technical Support Engineer III: Payments

Jack Henry & Associates, Inc.; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Technical Support Engineer to join their dynamic Service Desk Team. This role focuses on troubleshooting and resolving user technology issues while providing outstanding customer service. The ideal candidate will have a strong technical background and excellent problem-solving skills, along with experience in SQL and MySQL. Join a company that values commitment and teamwork, where you can make a meaningful impact in the digital banking sector. If you are passionate about technology and customer satisfaction, this opportunity is perfect for you.

Benefits

Health Insurance

Retirement Plan

Flexible Work Hours

Paid Time Off

Professional Development

Remote Work Opportunities

Qualifications

• 4+ years in a technical help desk environment.
• Strong analytical and problem-solving skills required.
• Experience with SQL and MySQL queries.

Responsibilities

• Troubleshoot and resolve user technology issues.
• Provide high-quality customer service and communication.
• Create documentation and guides for resolving cases.

Skills

Technical Support

Analytical Skills

Problem-Solving

Customer Service

SQL

MySQL

Tools

Microsoft SQL Server

Linux

AWS

Job description

Description & Requirements

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

We are seeking a Technical Support Engineer to join our Service Desk Team for iPay and Payrailz Payment Platforms. The Service Desk team is a team of dedicated IT Operations professionals that are responsible for Service Requests and "Level Two" troubleshooting.

This position can be worked remotely within the United States.

What you'll be responsible for:

• Analyzes, troubleshoots, and resolves user technology issues; fulfills user requests and addresses setup needs. Investigates and resolves escalated technical issues promptly and effectively, utilizing in-depth knowledge of products, systems, and technologies.
• Provides high-quality customer service by effectively communicating technical solutions to customers, ensuring their satisfaction and understanding.
• Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action.
• Provides knowledge in various areas, creates documentation and guides that can be leveraged to solve cases, assists with escalated issues, schedules and manages cases and implementations.
• Reports on design, reliability and maintenance problems or bugs to software engineering. Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
• Serves as a liaison between third-party vendors and internal application administrators to identify issues and implement application fixes.
• Performs other job duties as assigned.

What you'll need to have:

• Minimum of 4 years of experience working in a technical help desk environment supporting and troubleshooting software solutions.
• Experience working with Microsoft SQL Server/MySQL and writing and executing queries.
• Must possess strong analytical skills with excellent critical thinking and problem-solving skills.
• Ability to work an after-hours on-call rotation.

What would be nice for you to have:

• Experience in payments with detailed understanding of one or more of the following: banking bill pay, business bill pay, P2P payments, credit/debit card payments, ACH, and/or RPPS.
• Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
• Technical familiarity with Linux, AWS, SQL, and MySQL would be a plus. Intermediate knowledge of SQL, remoting and operating systems.
• Able to diagnose, troubleshoot and repair equipment, systems, software or hardware.
• Able to provide outstanding customer service to JH clients.
• Able to assist in developing, designing, and documenting job related procedures.
• Thorough knowledge of applicable applications (and those that interact); general knowledge of other JH products.
• General communication, facilitation, collaboration, interpersonal, and analytical skills.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.