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Support Engineer III/ Care Advisor

Serbia · remote · Salary not listed

Role overview

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.

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Support Engineer III/ Care Advisor

Role overview

About the Role

Key Areas of Responsibility

Required Qualifications

Preferred Qualifications

Soft Skills

Additional Requirements