Software Support Engineer

About the role

The Software Support Engineer is the primary technical liaison for Candescent’s Digital Insight software solutions and integrated third‑party products. You will work closely with high‑profile financial institution customers, helping them onboard, troubleshoot issues, and maximize the value of the platform.

Key responsibilities

• Serve as the primary technical point of contact for customers during onboarding, issue resolution and ongoing support of Candescent’s Digital Insight software solutions and integrated third‑party products.
• Diagnose, troubleshoot and resolve routine and semi‑routine technical problems using defined processes and company policies, and ensure timely escalation when needed.
• Manage multiple customer cases and small projects simultaneously, creating clear, concise documentation and contributing knowledge‑base articles.
• Provide guidance and training to customers on best‑practice usage of the solutions, matching needs to appropriate offerings.
• Collaborate with cross‑functional teams, represent the Candescent brand professionally, and share learnings to drive continuous improvement.

Required profile

• Strong service mindset with a consultative, customer‑focused approach.
• Excellent communication skills and the ability to adapt style to diverse customer needs.
• Ability to work independently and as part of a team, handling multiple cases concurrently.
• Commitment to delivering high customer satisfaction and successful outcomes.

Required skills