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First State Community Bank

MO

Facilitate onboarding for business products such as ACH & Wires, Digital Banking, Positive Pay, Credit Cards, Merchant Services, RDC, and SmartPay Suite. * Complete accurate and timely setup of new ...

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What is a Smartpay?

A Smartpay job typically involves working for a company that provides payment processing solutions, such as buy now, pay later services or mobile payment platforms. Employees may work in areas like customer support, sales, fraud prevention, or technical development. Responsibilities vary by role but often include assisting customers, managing transactions, and ensuring smooth payment processing.

What are the key skills and qualifications needed to thrive in a Smartpay role?

To thrive in a Smartpay role, you need a solid background in payment processing, financial services, and customer support, often accompanied by a degree in finance, business, or IT. Familiarity with point-of-sale (POS) systems, payment gateways, and compliance tools like PCI DSS certification is typically required. Excellent problem-solving skills, attention to detail, and effective communication will make you stand out in this position. These skills ensure secure transaction handling, seamless customer experiences, and compliance with financial regulations in a rapidly evolving payments industry.

What are the main challenges faced by professionals in a Smartpay role?

Professionals in a Smartpay position often encounter challenges such as adapting to evolving payment technologies, maintaining compliance with industry regulations, and resolving complex customer inquiries quickly. Because the payments industry is highly dynamic, staying up-to-date with security standards and technology updates is crucial. Additionally, balancing rapid problem-solving with delivering top-tier customer service can require both technical acumen and strong interpersonal skills. Supportive teams and ongoing training often help professionals navigate these challenges effectively.

More about Smartpay jobs
What are the most commonly searched types of Smartpay jobs? The most popular types of Smartpay jobs are:
What job categories do people searching Smartpay jobs look for? The top searched job categories for Smartpay jobs are:
Smartpay jobs near you
Infographic showing various Smartpay job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 91% In-person, and 9% Remote job distribution.

Technical Support Engineering Manager - SmartPay

Jack Henry & Associates, Inc.

Allen, TX • On-site

Full-time

Re-posted 17 days ago

Jack Henry & Associates rating

8.9

Company rating: 8.9 out of 10

Based on 23 frontline employees who took The Breakroom Quiz

40th of 242 rated software companies

Job description

General information
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JobID
17171
Position Level
Manager
Team
Technology Solutions & Svcs
Working Time
Full-Time
Position Type
Regular
Travel Requirements
5%
Workplace Type
Hybrid
Preferred Location
Allen, TX
Description & Requirements
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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 Engineering Manager to join the Professional Services SmartPay group within Enterprise Payment Solutions (EPS). This role will oversee a group of Technical Support Engineers that perform level two support for the SmartPay platform. To be successful in this role, candidates must be a hands-on working manager, a team player, and be able to keep up with all escalations while meeting business service-level agreements. This is not just a management position- we are seeking a true team player who can provide high level technical assistance and enjoys working in a fast-paced environment.
This position can be based to work out of any Jack Henry office or remotely from any US location. Travel for this role may be up to 5% for occasional team meetings.
What you'll be responsible for:
  • Manages the Level 2 support team which also manages afterhours escalations.
  • Escalations from customers and various internal teams that have needs beyond what department resources can provide. Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues. Accurately assesses the customer's product issue or problem.
  • Customer advocacy through conveying customer feedback to product development staff; reports new or recurring problems to design departments.
  • Manages the research of customer problems/issues to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades for company products and services.
  • Manages the identification and resolution of application and service issues and any other questions that may arise.
  • Working through others to mentor team through difficult escalations
  • Second level on-call responsibilities for the team
  • Develops procedures for finding and resolving problems with products and services. Delegates to appropriate technical or service personnel for follow-up.
  • Ensures representatives are properly trained when existing products are upgraded, new products are released, and throughout the beta process.
  • Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
  • Maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes.
  • Performs employee evaluations; gives employee feedback and coaching to develop and improve performance.
  • May perform other job duties as assigned.

What you'll need to have:
  • A minimum of 7 years in technical support experience.
  • Previous experience as a manager, supervisor, or team lead in a technical environment, including managing escalations.
  • Experience in the fintech, banking, payments, and/or ecommerce industries, or working with products that perform these functions.

What would be nice for you to have:
  • Bachelor's degree.
  • Proficiency in Microsoft SQL Server and SQL Command Languages.
  • Strong experience with Excel including the use of pivot tables.
  • Experience with the SmartPay platform or similar remote deposit product.

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 wellbeing 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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job description may be requested through the interview process at any time.

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