Technical Support Engineer II

Jack Henry & Associates is hiring a Technical Support Engineer II for a remote role based in Monett, MO (candidates in or near Monett or Springfield, MO are preferred, but proximity is not required). This position provides technical ownership across financial institution implementations, ATM conversions, production deployments, and post-conversion turnover, with a clear focus on effective customer communication and reliable ATM performance.

What you’ll do

• Participate in project meetings, team calls, and client discussions, proactively communicating schedule conflicts.
• Own assigned projects including ATM configurations, client communication, documentation, and technical deliverables.
• Act as the primary technical point of contact for financial institutions for ATM-related activities, schedules, communications, and technical inquiries.
• Lead conference calls supporting ATM implementations, conversions, and technical requirements.
• Provide ongoing 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 with 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 in business applications.
• Complete all project checklists from kickoff through turnover.
• Configure ATM driving platforms using customer-supplied parameters and specifications.
• Perform configuration updates and modifications to ATM systems, including required resynchronization activities.
• Coordinate ATM connectivity testing, transaction testing, and implementation activities.
• Troubleshoot ATM hardware, software, connectivity, and transaction processing issues.
• Investigate and resolve escalated technical issues using in-depth knowledge of products, systems, and applications.
• Validate ATM functionality to ensure successful transaction processing and settlement after implementation.
• Provide first-time ATM settlement training and operational guidance to client personnel.
• Create and maintain technical documentation, knowledge articles, implementation guides, and troubleshooting procedures.
• Deliver exceptional customer service by communicating technical solutions and ensuring customer understanding and satisfaction.
• Perform other duties as assigned.

What you bring

• Minimum 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.
• Experience supporting customers remotely.
• Ability to manage multiple priorities 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 have

• 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.

Remote location notes: This is a remote position. Candidates located in or near the Monett or Springfield, MO areas are preferred, though proximity is not required.