Product Support Engineer

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