Technical Support Engineer: iPay Service Desk

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.

We are seeking a Technical Support Engineer to join our iPay Service Desk Team. iPay is a leading electronic bill pay that provides the best bill payment solutions to our customers. The Service Desk team is a team of dedicated IT Operations professionals that are responsible for being a Single Point of Contact for Incident Management, Service Requests, and Integration Support for the iPay payment systems platform. We provide the most secure, available, accurate, and high-performing platform possible. This position can be worked remotely within in the United States.

• 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.
• Provide level two troubleshooting. Research end-user’s problem to determine root cause and a best resolution for the problem.
• Develop knowledge of and familiarity with the product and system through the research performed while troubleshooting.
• Update tickets with clear and concise information so appropriate personnel can understand what has been found and can pass that on to the end-user.
• Track and report on the types of issues found for development to be able to improve the product.
• Monitor the batch processing of payments and handle and issues that may arise.
• Participate in Releases to ensure that all goes smooth and uneventful. This will be an on-call rotation working 2nd shift hours.
• Work with a team of talented and committed professionals.
• Be a key team member and add direct value to our growing organization.
• Advance financially and professionally as results are delivered.
• Prioritize and research tickets as assigned by Payment Operations.
• Create Production Change Management tickets when necessary for updates to the production database. If not creating these tickets, will be the one executing them.
• Participates in regular team meetings and supports team’s ongoing questions, concerns, and feedback to mitigate risks.
• Monitor payment batch processing to jobs run successfully when on rotation.
• May perform other job duties as assigned

• Minimum of 2 years of experience working in a technical help desk environment supporting and troubleshooting software solutions.
• Experience working with Microsoft SQL Server and writing and executing queries.
• Must possess strong analytical skills with excellent critical thinking and problem-solving skills.
• Ability to work an after-hours on-call rotation.

• Experience in payments with detailed understanding of one or more of the following: banking bill pay, business bill pay, P2P payments, credit/debit card payments, ACH, and/or RPPS.
• Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
• Technical familiarity with Linux, AWS, and MySQL would be a plus.
• Able to diagnose, troubleshoot and repair equipment, systems, software or hardware.
• Basic knowledge of SQL, remoting and operating systems.
• Able to provide outstanding customer service to JHA clients.
• Able to complete bids and customer work requests.
• Able to assist in developing, designing, and documenting job related procedures.
• Thorough knowledge of applicable applications (and those that interact); general knowledge of other JHA products.
• General communication, facilitation, collaboration, interpersonal, and analytical skills.

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.