Product Support Engineer

Kestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. Kestra is dedicated to empowering independent financial professionals-including traditional and hybrid RIAs-to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

Lead with Purpose. Partner with Impact.

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.

• 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.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance, * 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