Technical Support Engineer III

General information

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Position Level Individual Contributor Team Technology Solutions & Svcs

Working Time Full-Time Position Type Regular Travel Requirements 10%

Workplace Type Hybrid Preferred Location Allen, TX

Description & Requirements Press space or enter keys to toggle section visibility

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.

Our Lending Technical Support team is seeking a Technical Support Engineer to join the team. We are growing this group as we approach a large initiative in Jack Henry that will shift many hosted, Microsoft VM workloads into the cloud. In this role, you will provide technical support through a variety of activities including (but not limited to) the creation of virtual environments consisting of virtual Microsoft Servers (Windows, IIS, SQL), security, networking, high availability, observability and performance monitoring within the Google Cloud Platform (GCP).

Additional responsibilities will include new customer product installations, existing customer support case troubleshooting, working with third party vendors and other Jack Henry integration and Technical partners.

This position is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX;
Lenexa, KS;
Louisville, KY:
Cedar falls, IA;
Birmingham, AL;
Charlotte, NC;
Springfield, MO; or Monett, MO.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

• Google Cloud Platform (GCP) multi-regional project buildouts of highly available virtual environments including security (Cloud Armor and Active Directory), networking (DNS maintenance, load balancers, ingress/egress dataflows), virtual Microsoft servers (Windows, IIS, SQL), observability and performance monitoring using Data Dog.
• GCP Cloud Armor maintenance, Global Load balancers, secret vault maintenance and Cloud Storage bucket maintenance.
• 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.
• Accurately report any design, reliability and maintenance problems or bugs to software engineering.
• 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.
• May be involved in customer installations, upgrades, and training.
• Scheduled “after-hours” support as needed.
• May perform other job duties as assigned.

• Minimum of 4 years of experience in technical support role installing and maintaining Microsoft Windows Server, Internet Information Services (IIS), SQL Server, Web Application and pooling within the Google Cloud Platform (GCP) providing regional high availability.
• Minimum of 2 years of experience using Terraform in Cloud Infrastructure, Networking Infrastructure, Domain Name System (DNS) design and troubleshooting in Google Cloud Platform (GCP).
• Minimum of 2 years of…