Technical Support Engineer III

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.

Our Lending Technical Support team is seeking a Technical Support Engineer to join the team. We are adding to our team in order to assist with deliveries and support for our customers. In this role, you will provide technical support through a variety of activities including (but not limited to) installations, support case troubleshooting, working with third party vendors and other JH integration partners and assisting with delivery of and support of builds/updates to our Hosted and In-House customer locations.

This position will be hired in Allen, TX, Springfield, MO, Monett, MO or Remote within the United States.

What you'll be responsible for:

• Interacts with product support personnel, and potentially the customer, when the customer's problem cannot be resolved directly by first-level resources.
• Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
• Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• Includes all appropriate departments to facilitate a successful resolution to any client issue.
• Reports design, reliability and maintenance problems or bugs to software engineering. Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
• Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. May prepare test environment and test new enhancements or other internal quality testing.
• Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
• May bid and complete Customer Work Requests (CWRs) in accordance with company standards.
• May be involved in customer installations, upgrades, and training.
• May perform other job duties as assigned.

What you'll need to have:

• Minimum of 4 years of experience in a technical support role with Microsoft Windows Server, Internet Information Services (IIS) and Web Applications .
• Must have experience with or knowledge of Networking Infrastructure, Cloud Environments and troubleshooting in those environments.
• Minimum of 1 year of experience working with PowerShell and writing custom cmdlets.
• Must be able to work on-call/after hours and nights/weekends as business needs dictate.

• Must be able to travel up to 5% to conduct onsite trainings and implementations.

What would be nice for you to have:

• Associate's or Bachelor's degree.
• Knowledge or experience with C#.
• Knowledge or experience with SQL Server and transact SQL (t-SQL).
• Knowledge or experience with hosted and in-house environments.
• Knowledge or experience with DevOps toolsets.
  • Knowledge or experience with AppDynamics, AppInsights and/or Splunk.
  • Knowledge or experience with reading HTML, XML, etc logging.
• System Network Administrator knowledge or experience.

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.