Software Support Engineer Jobs (NOW HIRING)

At Advisor360°, we build technology that transforms how wealth management firms operate, scale, and serve their clients. As a leading SaaS platform in the fintech space, we're trusted by some of the largest independent broker-dealers and RIAs to power the full advisor and client experience-from portfolio construction and reporting to compliance and client engagement.
What sets us apart? It's not just the tech (though it's best-in-class). It's the people, the purpose, and the passion behind everything we do. We're a team of builders, thinkers, and doers who believe that great companies are defined by the stories they tell and the experiences they create-internally and externally. We bring deep industry expertise, a collaborative spirit, and a commitment to innovation as we reshape what's possible in wealth management.
As we grow, we're looking for teammates who are ready to roll up their sleeves, think big, and help elevate our brand in a way that reflects the bold ambitions we have for our company and the clients we serve.
Join us, and be part of a company that's not only moving fast-but making it count.
This role is hybrid, requiring three days per week onsite in our Needham, MA headquarters.
We're looking for a hands-on, highly technicalL3 Support Engineer to join our top-tier Support team.
In this role, you'll be the go-to expert for our most complex customer issues - digging into code, analyzing logs, reproducing tricky bugs, and partnering with R&D to deliver solutions that matter. You'll be the voice of the customer, driving improvements in product quality, supportability, and service.
If you thrive on solving hard problems, love reading logs as much as reading code, and can explain a fix to both a developer and a customer without breaking a sweat - this is your role.
What you'll do:

• Own Tier 3 / R&D-level case handling - troubleshoot, debug, and identify root causes at the code level.
• Perform deep-dive log and trace analysis to diagnose issues in complex environments.
• Partner with Product, QA, and Engineering to improve serviceability, supportability, and robustness.
• Act as a trusted advisor to customers, understanding their unique environments and anticipating needs.
• Create and refine documentation to share knowledge internally and externally.
• Participate in a 24x7 on-call rotation for critical issues
• Provide excellent customer support experience by combining kindness, thoughtful insights, and concise responses

What you have:

• 5+ years in advanced technical support, escalation engineering, or a similar hands-on role.
• Associate's degree in Computer Science/Engineering or relevant experience (Bachelor's degree preferred)
• Strong troubleshooting skills with the ability to read, debug, and interpret code (C#, Java, Python, NodeJS, .NET).
• Proficiency with log analysis tools (Browser dev tools, ElasticSearch, Splunk, Wireshark) and browser/network debugging.
• Familiarity with databases (IE MSSQL & MySQL) and SQL query skills.
• Understanding of enterprise architecture for high-scale Java web applications.
• Excellent communication skills - able to explain complex issues clearly to both technical and non-technical audiences.
• A customer-first mindset, proactive problem-solving approach, and a drive to constantly learn and share knowledge.
• Experience with software development methodologies (SDLC, agile, etc.) and supporting technologies (bug tracking, source control, change and configuration management, etc.)

Why You'll Love Working Here:
We believe in recognizing and rewarding performance. Our compensation package includes competitive base salaries, annual performance-based bonuses, and the chance to share in the equity value you and your colleagues create during your time with the company. We offer comprehensive health benefits, including dental, life, and disability insurance. We also trust our employees to manage their time effectively, which is why we offer an unlimited paid time off program to help you perform at your best every day.
Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.
The estimated base salary range for this position is $90,000-115,000 + bonus and equity.
Advisor360° provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on factors including, but not limited to, individual candidate experience, skills, and qualifications.
Additionally, Advisor360° leverages current market data to determine compensation, therefore posted compensation figures are subject to change as new market data becomes available. The salary, other forms of compensation, and benefits information is accurate as of the date of this posting. Advisor360° reserves the right to modify this information at any time, subject to applicable law.
Advisor360° is currently authorized to employ individuals remotely in the following states: CA, CT, FL, GA, IL, MA, MD, ME, MI, NH, NJ, NY, NC, PA, RI, SC, TN, TX, UT, WA, VA. Applicants must reside in one of these states at the time of hire and throughout their employment unless otherwise approved by the People Team. Candidates located within 50 miles of our Needham, MA headquarters may be required to follow applicable hybrid work guidelines.
While we are interested in qualified applicants who are permanently eligible to work for any employer in the United States, we are unable to sponsor or take over sponsorship for employment visas at this time.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Advisor360 is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Advisor360 will not tolerate discrimination or harassment based on any of these characteristics.
As part of our recruiting process, Advisor360 uses Metaview during recruiter screening conversations solely to transcribe interview notes and capture an accurate record of the discussion. These transcripts help our recruiting team focus on the conversation rather than manual note-taking.
Advisor360 does not use artificial intelligence to evaluate candidates, make hiring decisions, rank applicants, or determine whether a candidate advances through the interview process. All hiring decisions are made by our recruiting team and hiring managers based on human review and assessment.
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