Software Engineer I
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Job Description
Software Support Engineer supporting customers using Candescent’s digital banking and branch solutions. Diagnosing technical issues, managing cases, and improving knowledge resources.
Responsibilities:
- Serve as a primary interface for customers 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 appropriate Digital Insight offerings and recommend best-practice usage
- Deliver clear guidance and training to customers on supported solutions
- Maintain focus on successful customer outcomes and customer satisfaction
- Manage multiple customer cases and small projects concurrently
- Create clear, concise, and accurate case documentation
- Ensure timely, appropriate escalations with fully documented issue details
- Frame, update, reuse, and contribute knowledge to support resources
- Create knowledge base articles 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
- Build working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions
- Represent the Candescent brand professionally in customer interactions
- Adapt communication style to customer needs and de-escalate emotionally charged situations
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 1-2 years of experience in technical support, software support, or a customer-facing technical role preferred
- 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
- Strong service mindset and collaborative approach
- Professional, positive demeanor and consultative approach
- Ability to adapt communication style to customer needs, including de-escalating emotionally charged situations
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