What are the responsibilities and job description for the L2 Support Engineer position at Advisor360?
Overview
At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see. All of our roles are hybrid, requiring 3 days onsite in our Needham, MA headquarters.
Job Brief
As a Support Engineer, you will be responsible for responding to customer incidents and issues in complex software applications within our SaaS environment. You will leverage your deep expertise in modern software technologies to act as a liaison between support and our clients to triage and resolve issues found across the platform. This is a customer-facing support position that will require supporting customers via phone and on-call responsibilities.
Here’s What You’ll Do:
- Provide advanced technical support of the Advisor360 SaaS platform using advanced monitoring, complex issue diagnosis, break/fix, and service restoration
- Optimization of insights and analysis from our backlog of customer cases, questions, and requests, to recommend improvements to our platform
- Build deep domain expertise on global infrastructure deployment technology and processes and utilize best-in-class AI-driven software to support our clients
- Mentor and support team members with technical expertise and guidance
- Ensures compliance with coding standards and development procedures
- Respond to questions, research issues, and coordinate resolution of issues
- Participation in on-call rotations
What You Bring to the Table:
- 5 years of experience in a technical, client-facing service/support role with a focus on SaaS applications
- Excellent verbal and written communication skills.
- Strong problem-solving abilities.
- Ability to respond directly to clients with professionalism and empathy
- Some understanding of full stack architectures, RESTful APIs, and database design
- Excellent problem-solving skills and the ability to work independently and collaboratively
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud
- Bachelor's degree in Computer Science or related field preferred
- Experience in .NET, Python or Angular is a plus
- Must be self-motivated and detail-oriented
Why You’ll Love Working Here:
It’s not just about work—it’s about building a career and enjoying the ride! Here’s what you can expect: Why You’ll Love Working With Us:
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.
