Senior Software Support Engineer

Candescent is the largest non-core digital banking provider. We bring 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. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.

The Senior Technical Support Engineer works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership.

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)

Or

• High school education
• Minimum of 10+ 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

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 NCR improvement approach

EEO Statement
Integrated into our shared values is Candescent's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.

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.