Technical Support Manager: Financial Crimes

Jack Henry & Associates, Inc.; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative company is seeking a Technical Support Manager to lead a dynamic team in providing exceptional support for cutting-edge fraud prevention solutions. This role is pivotal in ensuring customer satisfaction and operational efficiency, requiring strong SQL skills and a passion for problem-solving. Join a collaborative environment that values commitment and offers outstanding benefits. If you thrive on challenges and want to make a significant impact in the financial technology sector, this opportunity is perfect for you.

Benefits

Outstanding Benefits

Flexible Work Environment

Health and Wellness Programs

Qualifications

• 7+ years in technical support or implementation with supervisory experience.
• Strong SQL skills for complex queries and data management.

Responsibilities

• Manage customer issue resolutions and oversee support team workflows.
• Handle escalated calls and coordinate cross-departmental efforts.

Skills

Technical Support

SQL

Team Leadership

Problem Solving

Education

Bachelor's Degree

Tools

Azure

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.

Are you ready to outsmart financial criminals and help us protect clients with cutting-edge fraud prevention and AML compliance solutions? Jack Henry's Financial Crimes Defender is our next-gen software, empowering financial institutions to stop crime in its tracks. With more institutions signing up to take client protection to the next level, our technical support team is expanding fast—and we need YOU to help lead the charge.

We're looking for a Technical Support Manager who excels at leading teams and has the technical skills to keep everything running smoothly. SQL expertise is a must—if you can guide your team through complex data queries and tackle ETL processes with confidence, you might be the perfect fit! You'll manage and build a young team, establishing processes from scratch, overseeing daily case handling, and ensuring all meet our SLAs.

As the leader, you'll create efficient workflows, ensure incidents are resolved effectively, and maintain data integrity throughout. Your leadership will be key to seamless case management.

This position can be based at any Jack Henry office or remote within the United States. The target salary range is $80,000-100,000, depending on experience and location.

As part of our interview process, a technical test will be administered to assess your expertise.

What you'll be responsible for:

1. Ensuring resolution of customer issues by managing solution systems that provide answers to common questions and problems.
2. Handling escalated calls from customers requiring additional support, coordinating efforts across departments to resolve issues.
3. Providing customer feedback to product development and reporting recurring problems.
4. Researching customer problems to offer high-level support, staying current on product updates.
5. Managing the identification and resolution of application and service issues.
6. Developing procedures for troubleshooting and delegating follow-up tasks.
7. Training representatives on product upgrades and new releases.
8. Maintaining support performance within SLA guidelines and adhering to policies.
9. Updating operational guides for audit compliance; training support staff on SOPs.
10. Conducting employee evaluations and providing coaching for performance improvement.
11. Creating support metrics reports to inform decisions and track performance.
12. Performing additional duties as assigned.

What you'll need to have:

• A minimum of 7 years in technical support, installation, or implementation.
• At least 5 years as a supervisor or 3 years as a manager in a support environment.
• Ability to travel up to 5% for meetings and conferences.
• Availability for escalations and support emergencies.
• Strong SQL skills, including writing complex queries with joins and aggregations.

Nice to have:

• Bachelor's degree.
• Experience in finance, banking, fintech, payments, or e-commerce.
• Experience with Azure.
• Process improvement experience.
• Familiarity with Jack Henry products.

If you've read this far, we're excited about this opportunity! Even if you don't meet every requirement, we encourage you to apply. We're eager to meet motivated individuals who align with Jack Henry's mission and can contribute in various ways.

Why Jack Henry?

We pride ourselves on our motto: "Do the right thing, do whatever it takes, and have fun." We value our associates' well-being and offer outstanding benefits to support their physical, mental, and financial health.

Culture of Commitment

Our culture is exceptional—collaborative, challenge-driven, and opportunity-seeking. It has helped us remain resilient through tough times, thanks to our dedicated team. Visit our Corporate Responsibility site to learn more about our values and commitments.

Equal Employment Opportunity

We are committed to diversity and inclusion, providing equal opportunity in all employment practices without discrimination based on race, religion, color, national origin, disability, gender, age, sexual orientation, veteran status, or any other protected class. We prohibit retaliation against anyone who reports discrimination or cooperates with investigations.

Full job descriptions are available upon request during the interview process.