Support Engineer/ Care Advisor

Candescent; 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-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions-creating seamless engagement across digital, remote, and in-person channels.

Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth-turning every customer interaction into a moment of clarity, confidence, and connection.

About the Role

The Technical Support Engineer works in a complex technical environment, developing a deep understanding of customer solutions and serving as the primary point of contact for software support escalations. This role provides incident and problem management support across multiple product lines, serving customers ranging from multinational financial institutions to community banks. They act as the escalation point for software support issues and serves as a trusted advisor and advocate for customers within the organization.

Key Areas of Responsibility

• Responsible for assigned customer accounts and overall support relationship management.
• Manages the transition of new software customers from Professional Services to Software Support.
• Serves as the dedicated escalation manager for critical customer issues, coordinating cross-functional resources and providing timely customer updates.
• Develops and executes action plans to resolve Priority 1 (P1) incidents.
• Coordinates Post-Incident Reviews (PIRs) and Post-Escalation Reviews (PERs) with customers and internal stakeholders.
• Oversees coordination of resources working on customer issues to ensure timely resolution.
• Acts as the primary management contact for customers regarding software solution issues.
• Manages the scope of the software support contract, ensuring service commitments and Operational Level Agreements (OLAs) are met.
• Creates, updates, and maintains customer-specific software support procedures and escalation documentation.
• Coordinates with internal teams when customer-reported issues fall outside Software Support scope.
• Maintains detailed tracking of customer issues, ensuring appropriate visibility and progression toward resolution.
• Leads daily, weekly, and bi-weekly customer status meetings to review open incidents and outstanding issues.
• Partners with Sales and other stakeholders to support customer business reviews and reporting.
• Acts as a trusted advisor and advocate for customers within the Software Support organization.
• Drives customer satisfaction and supports achievement of Net Promoter Score (NPS) objectives.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related work experience required.
• 5+ years of experience in Technical Account Management, Software Support, Customer Success, Incident Management, IT Operations, or a related customer-facing technical role.
• Experience supporting enterprise software applications in a complex technical environment.
• Proven experience managing customer escalations, critical incidents, and cross-functional teams through issue resolution.
• Experience communicating technical information to both technical and executive-level stakeholders.
• Strong understanding of incident management, problem management, and customer support best practices.
• Experience working with financial services, banking technology, payments, or other regulated industries preferred.

Preferred Qualifications

• ITIL Foundation certification or equivalent experience.
• Experience with SaaS, cloud-based, or enterprise software solutions.
• Familiarity with support ticketing systems, service management platforms, and CRM tools.
• Knowledge of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Soft Skills

• Excellent written and verbal communication skills.
• Ability to work effectively in a team environment with cross-functional stakeholders.
• Proactive, positive, and customer-focused attitude.
• Strong problem-solving and analytical skills with attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Self-starter with strong organizational skills and a sense of urgency.
• Commitment to delivering high-quality customer outcomes.
• Comfortable working through ambiguity and complex technical challenges.

Additional Requirements

• Ability to participate in a 24x7 on-call rotation as required.
• Flexibility to work outside standard business hours when needed to support critical customer issues.
• Willingness to travel up to 10%.