Software Support Engineer

Software Support Engineer

Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels.

Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.

The Software Support Engineer serves as a primary customer-facing technical resource supporting Candescent's Digital Insight Software Solutions and integrated third-party vendor products. This role requires a strong service mindset, collaborative approach, and the ability to diagnose and resolve routine and semi-routine technical issues while delivering exceptional customer outcomes. Software Support Engineer team members act as trusted advisors to high-profile customers, helping them get up and running, troubleshoot issues, apply best practices, and maximize the value of Candescent offerings. A professional, positive demeanor and consultative approach are essential, as customer satisfaction and efficient problem resolution are core to this role.

Key Responsibilities

• Serve as a primary interface for customers (assisted and self-support) during onboarding, issue resolution, and ongoing support
• Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies
• Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage
• Deliver clear guidance and training to customers on how to effectively use supported solutions
• Maintain a strong focus on successful customer outcomes and customer satisfaction

• Manage multiple customer cases and small projects concurrently
• Create clear, concise, and accurate case documentation
• Ensure timely, appropriate escalations with fully documented issue details
• Effectively frame, update, reuse, and contribute knowledge to support resources

• Create knowledge base articles when solutions are known but not yet documented
• Contribute to and improve existing knowledge content
• Identify, communicate, and participate in process improvement opportunities
• Share learnings, problems, and solutions with team members and cross-functional partners

• Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions
• Represent the Candescent brand professionally in all customer interactions
• Adapt communication style to customer needs, including de-escalating emotionally charged situations

Most Highly Valued Skills

• Consistently delivers successful customer outcomes
• Builds and maintains delighted, long-term customer relationships
• Produces clear and thorough case documentation
• Actively contributes to the Knowledge Base
• Executes timely and appropriate escalations
• Recommends and supports process improvements
• Effectively balances case workload and concurrent projects
• Demonstrates strong brand and customer advocacy
• Flexes communication style to meet diverse customer needs
• Clearly documents and shares technical problems and solutions

Technical Skills & Qualifications

• Ability to analyze and diagnose technical problems and apply known solutions
• Working knowledge of the most commonly used Digital Insight offerings and their capabilities
• Ability to proactively apply product functionality to customer scenarios
• Proficient in general computer and technical troubleshooting skills
• Ability to differentiate between issues caused by Digital Insight offerings and non–Digital Insight factors
• Comfortable working on routine or semi-routine assignments under established procedures
• Capable of framing and escalating issues not covered by existing support resources

Experience & Education

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 2-4 years of experience in technical support, software support, or a customer-facing technical role preferred

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.