We are building a brand-new Product Support Engineering team to support the launch and growth of the Kestra Investor Solution, our next-generation platform designed to empower advisors and elevate the client experience. As a Product Support Engineer, you will play a foundational role in shaping how advisors onboard, configure, and successfully adopt this transformative solution.
This is not a traditional support role. You will be fully immersed in the agile delivery and rollout of the Investor Solution, working side-by-side with product, engineering, and implementation teams. Through this hands-on experience, you will develop deep platform expertise and become a trusted partner to advisors as they integrate the Investor Solution into their daily workflows.
What You'll Do: - Configure, validate, and support the Investor Solution to ensure a seamless advisor experience.
- Develop standard operating procedures, support playbooks, and key performance metrics for the platform.
- Provide high-quality service through phone and email, addressing inquiries, troubleshooting issues, and guiding advisors through onboarding and configuration.
- Provision and manage user access, ensuring timely setup and adherence to service-level agreements (SLAs).
- Investigate and resolve escalated issues, collaborating closely with internal teams and external vendors to drive resolution.
- Contribute to continuous improvement by identifying trends, recommending enhancements, and helping shape the long-term support model for the Investor Solution.
What You Bring:- Bachelor's degree or equivalent hands-on experience in a technology-related field
- Background in the financial services industry is preferred
- Prior experience in technical support role is a plus
- Prior experience with SQL or Salesforce is a plus
- Exceptional customer service orientation with strong communication skills
- Strong attention to detail and a high level of accuracy
- Skilled in setting, managing, and aligning with client expectations
- Strong analytical and problem-solving abilities, with excellent verbal and written communication skills
Internal Application Policy:Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Benefits to support you:- Competitive pay and benefits with a large employer (over 1600 employees nationwide)
- 401(k), health insurance, and a competitive benefits package
- Work in a supportive, collaborative environment committed to professional excellence
- Help clients navigate meaningful financial decisions with confidence
- Opportunities for training, development, and long-term growth within the firm
- Tuition reimbursement for qualified expenses
