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Candescent · 11 hours ago

Senior SW Support Engineer

Elkhart County, IN

Full-time

Hybrid

Senior Level

6+ years exp

Candescent is a leading cloud-based digital banking solutions provider for financial institutions. The Senior SW Support Engineer role involves providing subject matter expertise on products and systems, mentoring support peers, and collaborating with technical suppliers to resolve product issues and enhance customer experiences.

FinanceBankingSaaSFinancial Services

H1B Sponsor Likely

Responsibilities

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

Qualification

Software support experienceTechnical documentationProblem-solving skillsCloud technology knowledgeITIL complianceMentoring skillsCollaboration skillsCommunication skills

Required

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)