Technical Support Manager: Financial Crimes

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 ready to outsmart financial criminals and help us protect clients with cutting-edge fraud prevention and AML compliance solutions? Jack Henry's Financial Crimes Defender is our next-gen software, empowering financial institutions to stop crime in its tracks. With more institutions signing up to take client protection to the next level, our technical support team is expanding fast-and we need YOU to help lead the charge.

We're looking for a Technical Support Manager who excels at leading teams and has the technical chops to keep everything running smoothly. SQL expertise is a must-if you can guide your team through complex data queries and tackle ETL (Extract, Transform, Load) processes with confidence, you might be the perfect fit! You'll manage and continue to build a young team, setting up processes from the ground up, overseeing daily case handling, and ensuring everything meets our SLAs.

As the leader, you'll be in charge of creating efficient workflows, making sure incidents are resolved effectively, and maintaining data integrity throughout. Your leadership will be key to ensuring seamless case management.

Here's the thing: being tech-savvy is non-negotiable. We need someone who's as comfortable diving into SQL queries as they are leading a team. If you're excited about solving complex technical problems, love building processes from scratch, and are passionate about using tech to fight crime-this is your moment!

This position can be worked out of any Jack Henry office location or remotely from within the United States. The target salary range for this position is $80,000-100,000, depending on experience and geographic location.

As part of our interview process, a test will be given to assess technical expertise.

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.
• Provides support metrics as needed, including creating reports from scratch to inform decision-making and track team 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.
• Minimum of 5 years of experience as a supervisor or 3 years as manager within a customer or technical support environment.
• Ability to travel up to 5% for planning meetings, conferences, and workshops.
• Ability to be available as needed for escalations and emergent support situations, ensuring timely resolution and minimal disruption.
• Strong knowledge and professional experience with SQL, with the ability to write complex queries, including joins and aggregations, to troubleshoot and analyze data across multiple tables.

What would be nice for you to have:

• Bachelor's degree.
• Experience working in the finance, banking, fintech, payments, and/or ecommerce industry.
• Experience with Azure
• Experience with process improvement.
• 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 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.