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.

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 posting, 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.