Lead Technical Support Engineer & Customer Advocate

Capitolis; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Candescent is a forward-looking technology company delivering Intelligent Banking experiences across digital, remote, and in-person channels. The Technical Support Engineer role focuses on incident, problem, and escalation management for enterprise software in a complex financial services environment.

The ideal candidate has 5+ years in technical account management or related fields, strong communication skills, and experience with incident management best practices.

Qualifications

• Bachelor's degree or equivalent work experience required.
• 5+ years in technical account management or related customer-facing role.
• Experience supporting enterprise software in complex technical environments.
• Proven track record managing escalations and cross-functional teams.
• Ability to communicate technical information to technical and executive stakeholders.
• Strong understanding of incident and problem management best practices.

Responsibilities

• Lead assigned customer relationships and overall support management.
• Transition new customers from Professional Services to Software Support.
• Serve as escalation manager for critical issues coordinating cross-functional resources.
• Develop and execute action plans to resolve Priority 1 incidents.
• Coordinate post-incident and post-escalation reviews with customers and internal teams.
• Oversee allocation of resources to ensure timely resolution of issues.
• Act as primary contact for customers on software solution issues.
• Manage scope of software support contracts and OLAs.
• Create and maintain customer-specific support procedures and escalation docs.
• Coordinate with internal teams on issues outside Software Support scope.
• Maintain detailed issue tracking and visibility for customers.
• Lead regular customer status meetings and reports.

Skills

5+ years of experience

Incident management

Technical account management

Cross-functional collaboration

Customer communication

SaaS or enterprise software support

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field

Tools

ITIL Foundation

Job description

Candescent is a forward-looking technology company delivering Intelligent Banking experiences across digital, remote, and in-person channels. The Technical Support Engineer role focuses on incident, problem, and escalation management for enterprise software in a complex financial services environment.

The ideal candidate has 5+ years in technical account management or related fields, strong communication skills, and experience with incident management best practices.