Software Support Engineer

Candescent

2 days ago

Location: SQ - Belgrade - Office, Serbia
Type: Full-time
Department: Engineering
Source: Workday

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.

The Software Support Engineer serves as a primary customer-facing technical resource supporting Candescent’s Digital Insight Software Solutions and integrated third-party vendor products. This role requires a strong service mindset, collaborative approach, and the ability to diagnose and resolve routine and semi-routine technical issues while delivering exceptional customer outcomes.

Software Support Engineer team members act as trusted advisors to high-profile customers, helping them get up and running, troubleshoot issues, apply best practices, and maximize the value of Candescent offerings. A professional, positive demeanor and consultative approach are essential, as customer satisfaction and efficient problem resolution are core to this role.

Key Responsibilities

Customer Support & Service Delivery

Serve as a primary interface for customers (assisted and self-support) during onboarding, issue resolution, and ongoing support
Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies
Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage
Deliver clear guidance and training to customers on how to effectively use supported solutions
Maintain a strong focus on successful customer outcomes and customer satisfaction

Case Management & Documentation

Manage multiple customer cases and small projects concurrently
Create clear, concise, and accurate case documentation
Ensure timely, appropriate escalations with fully documented issue details
Effectively frame, update, reuse, and contribute knowledge to support resources

Knowledge & Continuous Improvement

Create knowledge base articles when solutions are known but not yet documented
Contribute to and improve existing knowledge content
Identify, communicate, and participate in process improvement opportunities
Share learnings, problems, and solutions with team members and cross-functional partners

Collaboration & Brand Representation

Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions
Represent the Candescent brand professionally in all customer interactions
Adapt communication style to customer needs, including de-escalating emotionally charged situations

Most Highly Valued Skills

Consistently delivers successful customer outcomes
Builds and maintains delighted, long-term customer relationships
Produces clear and thorough case documentation
Actively contributes to the Knowledge Base
Executes timely and appropriate escalations
Recommends and supports process improvements
Effectively balances case workload and concurrent projects
Demonstrates strong brand and customer advocacy
Flexes communication style to meet diverse customer needs
Clearly documents and shares technical problems and solutions

Technical Skills & Qualifications

Ability to analyze and diagnose technical problems and apply known solutions
Working knowledge of the most commonly used Digital Insight offerings and their capabilities
Ability to proactively apply product functionality to customer scenarios
Proficient in general computer and technical troubleshooting skills
Ability to differentiate between issues caused by Digital Insight offerings and non–Digital Insight factors
Comfortable working on routine or semi-routine assignments under established procedures
Capable of framing and escalating issues not covered by existing support resources

Experience & Education

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
0-2 years of experience in technical support, software support, or a customer-facing technical role preferred

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.