Senior SW Support Engineer
Candescent
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.
Education
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)
Offer input and gain knowledge as a subject matter expert on products, systems, and services
Knowledgeable across 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
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.