General information

JobID: 9268

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote, San Diego, California

Travel Requirements: 5%

Description & Requirements

Under general supervision, the Applications Engineer provides technical support to customers, product specialists and consultants with regards to technology products.

This role is available onsite at our San Diego, CA office or worked remotely within the US. This position will require the ability to work Monday - Friday 7:00 AM CST - 4:00 PM CST and be able to provide afterhours support, including a 24/7 on call rotation 1 month per quarter. 

MINIMUM QUALIFICATIONS

  • Minimum of five years of experience in customer service. 
  • Minimum of 2 years of applications installation and/or support experience. 
  • Must be able to travel up to 5%.

PREFERRED QUALIFICATIONS

  • Experience with SymXchange. 
  • Associate or Bachelor’s degree.
  • A seasoned, experienced professional with a full understanding of area of specialization.  Works on moderately complex and diverse projects.  Exercises good judgment in selecting methods and techniques for obtaining solutions.
  • Strong knowledge of JHA product(s) supported and strong knowledge of other products.
  • Strong technical knowledge in the areas of applications, networks, and security.  May require strong knowledge of enterprise applications.
  • Able to meet deadlines.
  • Strong communication and customer interaction skills.  Able to provide outstanding customer service to JHA customers.
  • Able to identify and resolve application and service issues.

ESSENTIAL FUNCTIONS

  • Provides highly visible customer support through the performance of remote installations, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of applications.
  • Performs remote customer work including design, installations, repairs, testing, upgrades and/or maintenance on technical products.
  • Identifies customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
  • Instructs customers in the operation and maintenance of the applications.  Resolves customer problems and answers questions.
  • Serves as liaison between the company and customers.
  • Conveys customer feedback to technical design and engineering staff.
  • May provide ongoing application, network and security support including servers, firewalls, routers, active directories, etc.

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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.