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Technical Support Manager: Financial Crimes Platform

Job Function Programming Location United States Workplace Type Remote Travel 5% Date Posted 06/25/2024 Job ID 14450
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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. 

Jack Henry’s Financial Crimes Defender is our next-gen solution in helping financial institutions stop crime and fraud in their tracks. With more institutions signing up to take their clients’ safety to the next level, this group is growing rapidly. To meet these needs, we are hiring a Technical Support Manager to lead a group dedicated to managing support cases and daily monitoring of ETL processing. Our processes in these areas are rapidly evolving, and we are looking for a leader to help not only provide oversight but to help us ensure that we are handling incidents and processing optimally. Ready to help our team grow and stop the bad guys? Apply now!

This position can be based to work out of any Jack Henry office or remotely from any US location. Salary range for this position is $69-100k, depending on candidate experience and geographic location.

What you'll be responsible for: 

  • Ensures resolution of customer product issues or problems by establishing and managing solution systems that provide answers to common questions and problems.
  • 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.
  • 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.
  • 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.
  • May 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 periodically; gives employee feedback and coaching to develop and improve performance.
  • May perform other duties as assigned.

What you'll need to have: 

  • A minimum of 7 years of experience in technical support, installation, and/or implementation.
  • Experience in the finance, banking, fintech, payments, and/or ecommerce industry, or experience working with security-related technical products.
  • Experience with SQL.
  • Previous experience as a manager, supervisor, or team/shift lead within a customer or technical support environment.
  • Ability to travel up to 5% for planning meetings, conferences, and workshops.
  • Ability to serve as part of an on-call rotation.

What would be nice for you to have: 

  • Bachelor’s degree.
  • Experience working in financial institutions.
  • Experience with process improvement.
  • Experience with Azure.
  • Experience with Jack Henry 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 positing, 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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