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Software Engineering Manager: Production Support

Job Function Engineering Location United States Workplace Type Remote Travel 5% Date Posted 04/28/2024 Job ID 14402

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 looking for a highly impactful role in a fast-paced, start-up-minded team at the forefront of payments? Do you have a passion to do the right thing, do whatever it takes, and have fun? If so, Jack Henry is looking for a Software Engineering Manager to join the PayCenter team. We’re seeking someone who is highly motivated with good troubleshooting skills to make sure everything in production happens like it is supposed to.   This role will manage the production support team providing technical support to PayCenter customers, payment processing and new customer onboarding.  

This position may work remotely within the United States.  

What you’ll be responsible for: 

  • 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.
  • Takes escalated calls from customers 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. 
  • Conveys customer feedback to product development staff; reports new or recurring problems to design departments. Opens and tracks bugs identified through production support activities.
  • 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, or new products are released.
  • Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
  • Manages the production support ticket queue, including daily prioritization and reporting of key metrics.
  • Provides business and/or technical design requirements in support of system stability and resiliency.
  • Oversee the customer technical onboarding process to bring new financial institutions live on the payment networks. Ensure smooth, issue-free production go-live experience's for PayCenter customers. 
  • Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance.
  • Coordinates work and services with other IS departments, contract service providers, and vendors.
  • Provides consistent leadership to team members; sets objectives; reviews performance, produces career development plans, and addresses concerns.
  • Performs triage and troubleshooting of production issues as required.
  • May manage vendor relationships.
  • May perform other job duties as assigned. 

What you’ll need to have: 

  • Minimum of 7 years technical experience in software development. 
  • Experience working with web API’s and writing SQL queries to support troubleshooting production issues. 
  • Previous leadership experience required. 
  • Must be able to work on-call and after hours as the business need dictates.  

What would be nice for you to have: 

  • Bachelor’s degree in business, software engineering, or computer science preferred.
  • Thorough knowledge of the software industry, software development lifecycle and software programming practices.
  • Excellent speaking and writing abilities. 
  • Able to apply company policies and procedures to resolve issues.             
  • Able to prioritize and plan work activities as needed.
  • Able to meet aggressive deadlines and handle multiple and complex projects.
  • Able to coach and mentor employees, providing career and professional guidance.

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.

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.  


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