Technical Support Engineering Manager - SmartPay

Jack Henry & Associates, Inc.; Northern (KY); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Jack Henry & Associates, Inc. seeks a Technical Support Engineering Manager to lead the Level 2 support team within the Enterprise Payment Solutions (EPS) SmartPay group.

You will mentor engineers, handle escalations, and coordinate with product teams to deliver reliable, high-quality support for our fintech platforms. The role requires hands-on leadership, 7+ years in technical support, prior management experience, and knowledge of fintech or payments.

Qualifications

• 7+ years in technical support experience.
• 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.

Responsibilities

• Manages the Level 2 support team which also manages afterhours escalations.
• Escalations from customers and internal teams that have needs beyond what department resources can provide. Coordinates efforts and provides resolution.
• 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.
• Manages the identification and resolution of application and service issues and any other questions that may arise.
• Mentors 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 personnel.
• Ensures representatives are trained when products are upgraded, new products are released, and during beta processes.
• Ensures performance within Service Level Standard guidelines and adherence to corporate policies.
• Maintains an operational guide to satisfy audit requirements; ensures SOPs are known.
• Performs employee evaluations; provides feedback and coaching.
• May perform other job duties as assigned.

Skills

Technical leadership

Escalation management

People management

SQL and data tools

Education

Bachelor's degree

Tools

Microsoft SQL Server

Pivot tables

Excel

Job description

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.

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.

What you’ll be responsible for:

• Manages the Level 2 support team which also manages afterhours escalations.
• 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.
• Working 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.
• Maintain 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.

What you’ll need to have:

• 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.

What would be nice for you to have:

• 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.

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 wellbeing 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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

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