[Remote] Technical Support Engineering Manager - SmartPay

Note: The job is a remote job and is open to candidates in USA. Jack Henry is a company that delivers technology solutions for community banks and credit unions. They are seeking a Technical Support Engineering Manager to oversee a team providing level two support for the SmartPay platform, ensuring high-quality customer service and technical assistance.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• Hybrid workplace
• Travel for this role may be up to 5% for occasional team meetings
• Outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people

Company Overview