Support Engineer – Care Advisor

🕒 August 24

🇷🇸 Serbia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 29%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Candescent

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2024

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Candescent is a digital-first, intelligence-driven banking platform that helps banks and credit unions modernize account opening, digital banking, branch interactions and operations. It provides cloud-native onboarding and sales tools, fraud and security management, unified data and analytics, marketing/communications, card and money management, developer tools, and a curated marketplace of partner solutions to improve engagement, compliance, and financial wellness for consumer and business customers.

📋 Description

• Manage assigned customer accounts and overall support relationship management • Transition new software customers from Professional Services to Software Support • Serve as dedicated escalation manager for critical customer issues • Coordinate cross-functional resources and provide timely customer updates • Develop and execute action plans to resolve Priority 1 incidents • Coordinate Post-Incident Reviews and Post-Escalation Reviews with customers and internal stakeholders • Oversee resources working on customer issues to ensure timely resolution • Act as primary management contact for customers regarding software solution issues • Manage software support contract scope and ensure service commitments and OLAs are met • Create, update, and maintain customer-specific support procedures and escalation documentation • Coordinate with internal teams on issues outside Software Support scope • Track customer issues and ensure visibility and progression toward resolution • Lead daily, weekly, and bi-weekly customer status meetings • Partner with Sales and stakeholders on customer business reviews and reporting • Act as trusted advisor and advocate for customers within Software Support • Drive customer satisfaction and support achievement of NPS objectives

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or 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 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 • ITIL Foundation certification or equivalent experience preferred • 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) • 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

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