Software Support Engineer - Candescent

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

Customer Support & Service Delivery

• 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

Case Management & Documentation

• 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

Knowledge & Continuous Improvement

• 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

Collaboration & Brand Representation