Technical Support Engineer II
About The Position
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 Technical Support Engineer II is responsible for taking technical support ownership for financial institution implementations, ATM conversions, production deployments, and technical support activities from project kickoff through post-conversion turnover. This role serves as the primary technical contact for clients and internal stakeholders, ensuring successful ATM deployments, connectivity testing, troubleshooting, issue resolution, and customer satisfaction. The position requires a blend of technical expertise, project coordination, customer support, and problem-solving skills to support complex banking and payment processing environments. This is a remote position. Candidates located in or near the Monett or Springfield, MO, areas are preferred; however, proximity to these locations is not required.
Requirements
- Minimum of 2 years of technical support, implementation, or systems engineering experience gained through industry experience, technical training, internships, or academic programs.
- Minimum 2 years of customer service experience.
- Basic understanding of computer networking and troubleshooting.
- Proficiency with Microsoft Office applications.
- Experience supporting customers remotely.
- Experience managing multiple priorities and working effectively in a fast-paced, deadline-driven environment.
- Strong analytical, problem-solving, organizational, and decision-making skills.
- Excellent verbal and written communication skills.
- Ability to work independently while collaborating across multiple departments and technical teams.
- Willingness to support scheduled implementations, live conversions, and after-hours production activities when required.
Nice To Haves
- Associate’s degree or higher in Information Technology or a related field.
- Knowledge of ATM transaction processing and connectivity testing.
- Experience with different ATM software platforms, ITM/Smart Teller technologies, or financial institution conversions.
- Experience supporting banking, payments, financial services, or transaction-processing environments.
- Knowledge of EAD and FD/STAR processing environments.
- Familiarity with Debit and Credit BINs.
- Experience with ATM key management and terminal security.
- Experience with ATM project management.
- Experience with the Card@Once Instant Issue interface.
- Understanding of integrated application environments and system interactions.
Responsibilities
- Attend project meetings, team calls, and client discussions; communicate schedule conflicts proactively.
- Assume ownership of assigned projects, including ATM configurations, client communications, documentation, and technical deliverables.
- Serve as the primary point of contact for financial institutions regarding ATM-related activities, schedules, communications, and technical inquiries.
- Lead conference calls supporting ATM implementations, conversions, and technical requirements.
- Provide project status updates to management, internal teams, coordinators, and stakeholders.
- Review and validate forms, technical documentation, and configuration details for accuracy and completeness.
- Assist customers in developing and distributing conversion schedules and implementation plans.
- Coordinate custom ATM service requests, upgrades, and modifications during customer conversions, including required documentation and paperwork.
- Maintain project records, cases, and documentation within various business applications.
- Complete all project checklists from kickoff through turnover.
- Configure ATM driving platforms based on customer-supplied parameters and specifications.
- Perform updates and modifications to ATM configurations and related systems, including resynchronization activities as required.
- Coordinate ATM connectivity testing, transaction testing, and implementation activities.
- Troubleshoot ATM hardware, software, connectivity, and transaction processing issues.
- Investigate and resolve escalated technical issues utilizing in-depth knowledge of products, systems, and applications.
- Validate ATM functionality and ensure successful transaction processing and settlement following implementation.
- Provide first-time ATM settlement training and operational guidance to client personnel.
- Deliver exceptional customer service by communicating technical solutions and ensuring customer understanding and satisfaction.
- Create and maintain technical documentation, knowledge articles, implementation guides, and troubleshooting procedures.
- Perform other duties as assigned.
Benefits
- outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
