Product Support Engineer

Kestra Holdings; Tempe (AZ); On-site; USD 75,000 - 105,000; Full time

Job summary

Kestra Holdings in Tempe, AZ is building a new Product Support Engineering team to launch and grow the Investor Solution, a next-generation platform for advisors. As a Product Support Engineer, you will configure and validate the platform, help advisors onboard, and ensure a seamless client experience.

You will work closely with product, engineering, and implementation teams in an agile environment, develop SOPs and playbooks, answer inquiries by phone and email, manage user access, and drive

Qualifications

• Bachelor's degree or equivalent hands-on training in a technology-related field.
• Background in the financial services industry is preferred
• Prior experience in a 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

Responsibilities

• Configure, validate, and support the Investor Solution to ensure a seamless advisor experience.
• Develop standard operating procedures, support playbooks, and KPIs for the platform.
• Provide high-quality service through phone and email, addressing inquiries and onboarding advisors.
• Provision and manage user access, ensuring timely setup and adherence to SLAs.
• Investigate and resolve escalated issues with internal teams and vendors.
• Contribute to continuous improvements by identifying trends and shaping the long-term support model.

Skills

Customer service orientation

Communication skills

Attention to detail

Problem solving

SQL

Salesforce

Education

Bachelor's degree or equivalent hands-on experience in tech

Job description

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