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Candescent is a fintech company that transforms how financial institutions deliver intelligent banking experiences through digital banking, account opening, and branch solutions. The Support Engineer III / Care Advisor role is a senior technical support position serving enterprise and mid-market banking customers in a complex, regulated environment.
In this role, you will be the primary escalation point for software support issues, managing critical incidents and serving as a trusted advisor to customers ranging from multinational financial institutions to community banks. You'll own assigned customer accounts and manage the full lifecycle of support relationships, including onboarding transitions from Professional Services, incident management, and post-incident reviews.
Key responsibilities include: managing Priority 1 incidents and coordinating cross-functional resources for resolution; serving as the dedicated management contact for customers on software solution issues; maintaining and updating customer-specific support procedures and escalation documentation; leading daily, weekly, and bi-weekly customer status meetings; and driving customer satisfaction and Net Promoter Score objectives. You'll also coordinate with internal teams when issues fall outside support scope and partner with Sales on customer business reviews.
Required qualifications: Bachelor's degree in Computer Science, IT, Engineering, Business, or related field; 5+ years in Technical Account Management, Software Support, Customer Success, Incident Management, or related customer-facing technical roles; proven experience managing enterprise software in complex environments; demonstrated ability to manage escalations and critical incidents; and strong communication skills for both technical and executive audiences. Experience with financial services, banking technology, payments, or regulated industries is preferred. ITIL Foundation certification, SaaS/cloud experience, and familiarity with ticketing and CRM systems are valued.
You must be comfortable with 24x7 on-call rotation, flexibility for off-hours critical support, and up to 10% travel. This is a role for someone who thrives in ambiguity, prioritizes customer outcomes, and can manage multiple complex technical challenges simultaneously.
