Software Support Engineer

Candescent•Atlanta, GA

17d

About The Position

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. About Candescent 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. Job Summary 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.

Requirements

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)
High school education
Minimum of 10+ years software related job experience (support/development)

Responsibilities

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.