Software Support Engineer

Candescent is the leading cloud-based digital banking solutions provider for financial institutions. We are transforming digital banking with intelligent, cloud-powered solutions that connect account opening, digital banking, and branch experiences for financial institutions. Our advanced technology and developer tools enable seamless, differentiated customer journeys that elevate trust, service, and innovation. Success here requires flexibility in a fast-paced environment, a client-first mindset, and a commitment to delivering consistent, reliable results as part of a performance-driven, values-led team.  With team members around the world, Candescent is an equal opportunity employer.

Candescent brings together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core.

With strong backing from Veritas Capital, we are on a mission to modernize the future of banking through cloud-native architecture, AI, and data-driven personalization.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of integrated solutions. Our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly connecting custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

We are a performance-driven, values-anchored team that appreciates agility, transparency, and innovation. Success here requires flexibility in a fast-paced environment, a client-first mindset, and the ability to elevate a brand through the delivery of consistent and reliable results. Candescent is an equal opportunity employer.

Candescent is currently searching for a highly motivated Software Support Engineer reporting to SW Support Manager. The Software Support Engineer serves as a subject matter expert across Candescent's product range, providing technical guidance and mentoring to peers. This role involves investigating complex issues, designing corrective actions for problems without known solutions, and collaborating with internal teams and third-party suppliers to ensure timely resolution. Responsibilities include preparing technical documentation, delivering training, supporting software deployment in compliance with ITIL standards, and contributing to product improvements. The engineer will proactively analyze trends, populate knowledge bases, and develop tools to enhance support efficiency. Strong relationship-building skills and the ability to manage multiple priorities independently are essential for success in this position. 

Key Responsibilities and Deliverables

· Offer input and gain knowledge as a subject matter expert on products,
systems, and services
· Knowledgeable across

s Candescent product range including all solution(s)
currently released and supported
· Knowledgeable on assigned solution(s) to SME level and assists others
with investigations
· Knowledgeable on 3rd party products used within customer solutions
· Mentoring and assisting support peers in product and systems technical
details, management of issues and all aspects of the respective role
· Prepare and deliver training on products and systems, as appropriate
· Prepare various technical documents on technologies, customer
environments, products and systems
· Input and guidance to engineering on issues encountered during Pilot,
Limited Availability phases of new product/functionality development.
· Responsibilities related to software deployment include input on planning
and coordinating, configuration at scale, ensuring compliance with ITIL
policies, troubleshooting issues, and providing guidance and support to
the development teams.
Design corrective action(s) to resolve product or system problems with no
known solutions.
· Gather and analyze information, formulate and test hypothesis.
· Identify, design, develop and validate solutions to assist queue based
Support Engineers.
· Ability to research problems with no known solutions and design solutions
for identified problems.
· Collaborate and communicate with technical suppliers including other
Software Support Engineers, Third Party Suppliers, Product Development
Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident.
· Ability to manage multiple issues of differing stages of investigation and
priority without assistance.
· Work with product developers to assess and create product alterations
and contribute to long term solutions.
Enhance organization dynamics by building and maintaining internal and
external relationships
· Build relationships with people across a variety of functions within the
organization.
· Relate to others in an accepting and respectful manner, regardless of their
organizational level, personality, or background.
· Build collaboration by identifying and conveying common interests and
priorities (including removing barriers and breaking down silos).
· Appropriately involves others in decisions and plans that affect them.
Record and communicate solution creation information in a timely manner
· Populate the knowledge base with product and in-depth technical
information
· Ensure article is created & released for appropriate audience
(external/internal)
Proactively search for trends in product quality and system issues and initiate
corrective action
· Perform a trend analysis using customer profiles and/or incident data to
identify "preventative notification" opportunities
· Work with product developers/solutions managers to improve product
design quality
· Identify and where appropriate develop utilities/tools to assist with
product support and/or customer support
Participate on continuous improvement projects
· Identify processes, products and services areas of improvements and
team with other engineers to improve the process consistent with the Candescent.

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
• Minimum of 6 years software related job experience (support/development)

Or

• High school education

• Minimum of 10+ years software related job experience (support/development)

Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.