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. 

The Engineer II, Technical Support, under moderate supervision, provides technical support to teams who are diagnosing, troubleshooting, and repairing equipment, systems, software, or hardware. This position provides technical support to customers, ensuring resolution of escalated issues. Shift will be Monday - Friday 10:00 AM – 7:00 PM CT.

What you'll be responsible for: 

• May participate in analyzing, troubleshooting, and resolving user technology issues; fulfills user requests and addresses setup needs.
• May participate in investigating and resolving escalated technical issues promptly and effectively, utilizing in-depth knowledge of products, systems, and technologies.
• Provides high-quality customer service by effectively communicating technical solutions to customers, ensuring their satisfaction and understanding.
• May participate in preparing test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action.
• Provides knowledge in various areas, creates documentation and guides that can be leveraged to solve cases, assists with escalated issues, schedules and manages cases and implementations.
• Reports on design, reliability and maintenance problems or bugs to software engineering. Participates in creating defect records on all reported issues with supporting files and examples for development to create code fixes.
• May serve as a liaison between third-party vendors and internal application administrators to identify issues and implement application fixes.
• Performs other duties as assigned

What you'll need to have: 

• Bachelor’s degree in a related field, such as business, software engineering, or computer science degree
• Recent engineering/computer science college graduates enter at this level.
• Non-degreed Associates typically have formalized training and two to three years of engineering related experience.

What would be nice for you to have: 

• Develops professional expertise and applies company policies and procedures to resolve a variety of issues.
• Determines a course of action based on guidelines and modifies processes and methods as required. 
• Works on problems of moderate scope which are often routine and require data analysis and review of various factors.
• Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
• Ability to diagnose, troubleshoot and repair equipment, systems, software or hardware.
• Basic ability to troubleshoot software, hardware and networking issues. 
• Knowledge of Linux and AIX operating systems and applicable commands.
• Basic knowledge of SQL and databases
• Ability to learn to write SQL scripts for information gathering, reporting, troubleshooting issues etc.
• Ability to manage multiple priorities and work effectively in a dynamic, fast-paced environment.
• General communication, interpersonal, and analytical skills.
• Ability to speak to different audiences Including system users, client IT, client BA's, client management, IC management, IC R&D software engineering.
• Thorough knowledge of applicable applications (and those that interact); general knowledge of other JH products.

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.