Director of Support Engineering

Job Description

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. 

We are redefining enterprise support by blending operational excellence with intelligent systems. We’re looking for a Director of Support Engineering to lead our customer support strategy into the AI-driven future—building scalable support models, automating resolution paths, and shaping the customer experience through advanced tooling and cross-functional partnerships. 

This is a senior leadership role that demands strong technical acumen, deep experience in enterprise support management, and a proven ability to work closely with R&D and Product organizations. You will be responsible for guiding global support engineering strategy, operationalizing AI-powered workflows, and communicating impact to executive stakeholders. 

Your Will: 

• Lead Tier-3 teams, acting as the highest internal authority for resolving the most complex support cases—especially involving critical software issues, automation tooling, or production stability. 
• Serve as the primary sponsor and execution lead for integrating virtual agent architecture, advanced similarity matching, and case clustering to streamline resolution paths and improve time-to-resolution. 
• Pioneer collaboration across AI, Support, and Product teams to operationalize advanced models like LLMs and NLU into live support workflow—transforming reactive case handling into predictive resolution systems. 
• Build and maintain strong partnerships with Product and R&D, acting as the feedback conduit for recurring issues, supportability enhancements, and long-term product improvements. 
• Manage the full lifecycle of AI and support system integrations, including Virtual Agent (VA) versions, developer coordination, release planning, deployment, and regression validation. 
• Define and manage support KPIs—including CSAT, NPS, deflection rate, time-to-resolution, and case backlog—ensuring data-driven decisions and outcome-based performance tracking. 
• Own and refine escalation frameworks across Tier-2 and Tier-3 support, driving accountability, visibility, and resolution velocity in cross-functional incident response. 
• Present strategic insights and case trends to senior and executive leadership, supporting quarterly reviews, roadmap planning, and investment decisions. 
• Guide knowledge management transformation by integrating external content platforms (e.g., Confluence, GitHub) and aligning article relevance with predictive case signals. 
• Lead proactive support initiatives such as early warning systems, resolution intelligence, and automated health monitoring.
• Own external and internal tooling infrastructure supporting automation, triage, and insights. 
• Drive transformation projects aimed at shifting from reactive ticket resolution to intelligent support engineering. 
• Lead incident management, RCA (Root Cause Analysis), release readiness, and post-release support planning for high-impact platform changes. 

You Have: 

• 10+ years of experience in enterprise or SaaS technical support, with at least 3+ years in a Director-level role. 
• Proven success managing distributed global support teams with a focus on mentorship, operational rigor, and measurable outcomes. 
• Strong background in debugging mobile, web, and infrastructure systems in enterprise cloud environments. 
• Demonstrated experience working closely with Engineering and Product to influence product direction and eliminate root causes. 
• Deep knowledge of escalation workflows, incident management, and resolution engineering best practices. 
• Experience delivering AI-driven support solutions, including LLM-based Virtual Agents, deflection systems, and NLU-based routing. 
• Hands-on proficiency in ServiceNow, including flow configuration, data modeling, and integration with support AI. 
• Familiarity with CSAT/NPS tracking, KPI dashboards, deflection analytics, and support insights. 
• Experience managing versioning, deployment, and cross-functional development efforts tied to AI-powered systems like Virtual Agent and integrated tooling. 
• Strong track record leading response teams through escalations, outages, and executive briefings with clarity and accountability. 
• Strategic project ownership of release readiness, supportability reviews, and data-backed improvement plans. 
• Executive presence with strong communication and presentation skills—capable of translating support trends into actionable guidance for leadership. 

It’s not just about work—it’s about building a career and enjoying the ride! Here’s what you can expect: 

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.