Candescent ยท 2 days ago
SW Support Manager
Atlanta, GA
Full-time
Onsite
Mid, Senior Level
2+ years expCandescent is a leading cloud-based digital banking solutions provider for financial institutions. They are seeking a Software Support Engineer Lead to manage a team of Software Support Engineers, ensuring timely and quality completion of technical tasks while enhancing the client experience through analysis and recommendations.
BankingFinancial ServicesSaaS
Responsibilities
Managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level
Participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future
Analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers)
Qualification
Required
2-3 years management experience
Good verbal and written communication skills
Computer skills: Exhibits a high level of knowledge in the relevant operating system, and software environment
Good hardware and software troubleshooting abilities
Ability to multi-task
Analytical skills: able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk
Organizational skills: Demonstrates initiative, excellent problem-solving skills and the ability to prioritize
Solves moderate problems exercising good judgment
Modifies communication style to meet customer needs
Preferred
Consistently implement/supports 2 product lines / modules / products, or a mix of call types (example: platform/system and tax/business calls) with a moderate complexity level (depending on BU) to minimum expectation level
High end skills set may enable other development opportunities within organization (examples: training or QA rotation) to support seasonal business model
Fosters an environment that encourages sharing creative insights
Enables constructive debate by modeling it and promoting it on the team
Learns from successes and mistakes and applies the learnings
Deals with problems and does not pass them off to another team
Regularly solicits feedback from peers, staff and managers, and applies the learnings to enhance their own performance and capabilities
Partners with cross teams and has an understanding of the business' goals and how it connects across organizational boundaries
Streamlines continuous process improvements and considers the downstream and upstream effects of potential decisions
Identifies trade-offs between short and long term, and balances the needs of NCR's three key stakeholders. Consistently takes a cross-functional perspective
Provide Team Leadership and offer expertise knowledge across teams
Drive issues to completion across teams
Monitoring and reporting of TS Production queues and statistics. (Danie)
Review and advise on Customer Support Incidents and trends
Support & enforce Department Procedures/SOPs for the knowledge management methods
Be available and fill in gaps where the team needs it the most
Company
Candescent
Candescent is a digital banking platform that offers online banking, account openings, and digital transaction services.
1001-5000 employees
H1B Sponsorship
Candescent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
Funding
Current Stage
Late StageLeadership Team
Donald Chesnut
Chief Design Officer
Gareth Gaston
Chief Product Officer
Recent News
Company data provided by crunchbase