remote
Technical Support Engineering Manager - SmartPay - Jack Henry & Associates
Engineering Manager
Lead a team of Technical Support Engineers delivering Level 2 support for the SmartPay payment platform, ensuring rapid issue resolution, robust API integration, and continuous service improvement in a fast‑paced digital banking environment.
About the role
Key Responsibilities
- Manage and mentor a team of Technical Support Engineers providing Level 2 support for the SmartPay platform.
- Oversee incident triage, root‑cause analysis, and timely resolution of payment processing issues.
- Collaborate with product, engineering, and operations teams to improve platform stability and enhance API integrations.
- Develop and enforce support processes, SLAs, and knowledge‑base documentation to drive efficiency.
- Monitor performance metrics, generate reports, and implement continuous improvement initiatives.
Requirements
- 5+ years of experience in technical support or operations for payment or financial technology solutions.
- Proven leadership experience managing technical teams in a high‑volume, SaaS environment.
- Strong understanding of payment processing workflows, APIs, and related security standards.
- Excellent problem‑solving, communication, and stakeholder‑management skills.
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).