Technical Support Engineer

Technical Support Engineer
JobID
12195
Position Level
Individual Contributor
Team
Implementation & Support
Position Type
Regular
Working Time
Full-Time
Locations
Allen, Texas, Alpharetta, Georgia, Angola, Indiana, Birmingham, Alabama, Charlotte, North Carolina, Houston, Texas, Lenexa, Kansas, Mendota Heights, Minnesota, Monett, Missouri, Remote, Remote, Springfield, Missouri
Travel Requirements
10%
Description & Requirements
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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.
The Centurion Enterprise Level Recovery (CELR) team at Jack Henry is looking for a Technical Support Engineer to provide technical support to our customers, Centurion Test Engineers, and business unit personnel who are testing backups, installing new customers, and troubleshooting issues. The majority of the daily work will involve working support cases, monitoring emails for critical issues, and resolving errors for backup monitoring customers. The ideal candidate will have a high degree of initiative and desire to learn and must be able to operate independently and within a team.
This position will be filled to work at any Jack Henry office location or Remotely within the U.S.
The target salary range for this position is $61,200 - $91,800, based on location and experience.
If you are interested in this position, please apply on or before December 16, 2022.
What you'll be responsible for:
- Interact with product support personnel, and potentially the customer, when the customer's problem cannot be resolved directly by first-level resources.
- Provide technical assistance to customers. Provide support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
- Respond to critical email alerts and Backup Monitoring issues
- Document job related procedures and best practices.
- Request approval from customer, estimate time, and complete Customer Work Requests (CWRs) in accordance with company standards.
- Participate in customer installations, upgrades, and training.
- May perform other job duties as assigned.
What you'll need to have:
- A minimum of 4 years of experience directly supporting internal or external customers in a technical role.
- Ability to provide outstanding customer service to JH clients.
- Strong communication, customer service, interpersonal, and analytical skills.
- Ability to work between 7:00 am and 4:00 pm Central Time.
- Ability to participate in a monthly on-call rotation.
- Ability to travel up to 10% to attend JH meetings, trainings, and/or professional conferences.
What would be nice for you to have:
- Working knowledge and /or certification in CommVault or other backup/recovery solutions.
- Experience with Linux OS or Microsoft Windows Server 2016 or higher environment.
- Project management or task management experience.
- Basic understanding of network topologies and routing.
- Solid knowledge of 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 outstandingbenefit programs (https://jackhenry.avature.net/careers/LifeAtJH) to ensure the physical, mental & financial wellbeing 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 ourCorporate Responsibility (https://www.jackhenry.com/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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job description may be requested through the interview process at any time.
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