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.

Jack Henry is seeking a Technical Support Engineer to join our team. In this role, you will be responsible for providing Tier II support, installation, upgrades and maintenance on the JHAKnow and Cognos products. You will work closely with 3rd party data imports, conduct reporting and assist both the QA and development teams with certain functionalities of the products. The ideal candidate will have a background in database administration or support with extensive knowledge in SQL Server. We are seeking someone who can act both independently and collaboratively with a team to resolve complex issues while demonstrating commitment to customer satisfaction and service. This role will be a team player performing actual technical support engineer duties.

The jhaData Insights Cognos team provides support and training to JH customers who use the Cognos BI tool to report against core data and the jhaAnalytics and jhaKnow data warehouse solutions.

This position can be filled to work remotely within the U.S. and will work 8:00am-5:00pm CST.

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 issues.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Creates defect records on all reported issues with supporting files and examples for R&D 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.
• Writes and creates scripts and tools.
• Documents job related procedures.
• Provides mentoring/training to less experienced peers.
• Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
• Bids and completes 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:

• Must have a minimum 4 years of experience in SQL Server 2016*.
• Knowledge T-SQL.
• Knowledge of PowerShell.
• Must have experience directly supporting internal or external customers.
• Must be able to work after hours/on-call support as needed.
• Must be able to travel up to 5% attend meetings at other JHA locations or trainings.

What would be nice for you to have:

• Experience with Cognos 11.
• Experience with data warehousing and business intelligence.
• Experience with SSAS - SQL Server Analysis Services, SSRS - SQL Server Reporting Services and SSIS - SQL Server Integration Services.
• Good knowledge of SQL, RDP, and operating systems.

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 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.

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