Software Support Engineer II

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.

Job Description

We are seeking a proactive and technically skilled Software Support Analyst to join our team. This role is responsible for resolving complex technical and functional inquiries related to our SaaS platform and products. You will act as a key point of contact for troubleshooting, escalation, and continuous improvement of the client experience across internal and external stakeholders.

Key Responsibilities

• Respond to and resolve advanced technical and functional support requests, including platform and product-related issues.
• Own and manage critical incidents, providing in-depth technical analysis and actionable solutions.
• Collaborate with engineering, product, and operations teams to investigate root causes and recommend long-term fixes.
• Analyze customer service trends, implementation challenges, and new product offerings to suggest improvements in applications, interfaces, and internal processes.
• Participate in on-call rotations and provide flexible support coverage as needed.
• Document resolutions, create knowledge base articles, and contribute to support process optimization.

• 3-6 years of experience in software technical support or equivalent education.
• Working knowledge of Unix/Linux systems.
• Proficiency in SQL and Oracle databases.
• Experience with front-end technologies including JavaScript and web-based languages.
• Strong troubleshooting skills in complex, multi-tiered systems.
• Ability to analyze logs and system data to diagnose issues.
• Familiarity with Postman and debugging tools.
• Understanding of cloud platforms (GCP, AWS) and DevOps tools (CI/CD pipelines, Docker, Kubernetes).
• Knowledge of SaaS lifecycle including deployment, onboarding, support strategy, and integration readiness.
• Excellent time management and multitasking abilities.

• Bachelor's degree in computer science, Software Engineering, Information Technology, or related field.
• Experience in high-volume or escalated support environments.
• Exposure to monitoring tools (e.g., Dynatrace, Splunk) and ticketing systems (e.g., ServiceNow).
• Certifications in ITIL, cloud platforms are a plus.

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.