This role is hybrid, requiring three days per week onsite in our Needham, MA headquarters.
We’re looking for a hands-on, highly technical L3 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 (MSSQL, DB2, Oracle, 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.
Advisor 360 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.
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.
Advisor360 will only communicate with a job applicant directly from an @advisor360.com email address and will never conduct an interview in a chatroom forum. During an interview, Advisor360 will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.
Should you have any questions regarding the application process, please contact Advisor360 at [email protected]
#LI-HYBRID
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.
