Technical Support Engineer II

Support financial institution ATM deployments end to end for Jack Henry & Associates, a role built for people who value ownership, clear communication, and technical problem-solving. This Technical Support Engineer II position provides remote flexibility with preference for candidates near Monett or Springfield, MO, and includes hands-on involvement in implementations, conversions, production deployments, and post-conversion turnover.

What you’ll own

• Serve as the primary technical point of contact for ATM deployments, including connectivity testing, troubleshooting, issue resolution, and customer communication.
• Attend project meetings, team calls, and client discussions, and communicate schedule conflicts proactively.
• Assume ownership for assigned projects covering ATM configurations, documentation, client communications, and technical deliverables.
• Lead conference calls that support ATM implementations, conversions, and technical requirements.
• Provide project status updates to management, internal teams, coordinators, and stakeholders.
• Review and validate forms and technical documentation to ensure accuracy and completeness.
• Assist customers with conversion schedules and implementation plans, including distribution as needed.
• 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, and complete project checklists from kickoff through turnover.

How you’ll support the technology

• Configure ATM driving platforms based on customer-supplied parameters and specifications.
• Perform updates and modifications to ATM configurations and related systems, including required resynchronization activities.
• Coordinate ATM connectivity testing, transaction testing, and implementation activities.
• Troubleshoot issues across ATM hardware, software, connectivity, and transaction processing.
• Investigate and resolve escalated technical issues using in-depth knowledge of products, systems, and applications.
• Validate ATM functionality and ensure successful transaction processing and settlement following implementation.
• Provide first-time ATM settlement training and operational guidance to client personnel.
• Create and maintain technical documentation such as knowledge articles, implementation guides, and troubleshooting procedures.
• Deliver exceptional customer service by communicating technical solutions and ensuring customer understanding and satisfaction.
• Complete 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.
• Microsoft Office proficiency.
• 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 departments and technical teams.
• Willingness to support scheduled implementations, live conversions, and after-hours production activities when required.

Remote location details

This is a remote position. Candidates located in or near the Monett or Springfield, MO areas are preferred, but proximity is not 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 supporting customers 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.