Boulevard

Compensation

Full Description

Job Description: • Define and execute the long-term vision for Technical Support Engineering at Boulevard • Establish T3 as a strategic bridge between Customer Experience and Engineering • Own the operating model for complex technical issue resolution, escalation management, and integration support • Drive the evolution of T3 to support enterprise customers, complex integrations, and an expanding partner ecosystem • Define success metrics across: • Resolution quality and speed • Customer experience for complex issues • Reduction in engineering escalations • Systemic issue prevention • Build a scalable org structure, including future expansion into areas such as Dev Support, Solutions Engineering, and integration ownership • Build and scale a high-performing Technical Support Engineering organization, including hiring, org design, coaching and career pathing • Define and evolve the technical competency model and leveling framework for T3 • Establish clear career pathways aligned with engineering-adjacent roles (e.g., Staff, Principal, Solutions Engineering) • Lead workforce planning and capacity strategy to support enterprise growth and increasing technical complexity • Foster a culture of deep technical expertise, customer empathy, and ownership • Drive continual team improvements in efficiency, quality, response times, and customer satisfaction • Own Tier 3 data analysis; pulling, identifying, and sharing trends, drivers, and recommendations on potential actions • Proactively identify Tier 3 resource, enablement, and process gaps; collaborating effectively with stakeholders and/or owning next steps • Own the strategy and execution of escalation management for Boulevard’s most complex and high-impact customer issues • Serve as executive-level escalation point for strategic and enterprise accounts • Define and standardize incident management frameworks, severity models, and response protocols • Partner with Customer Success and Account teams to deliver technical leadership in Executive business reviews (QBRs/MBRs) and Strategic account planning • Ensure a consistent, high-quality experience for customers navigating complex technical challenges • Monitor and own the full lifecycle for T3 tickets, ensuring SLA adherence and successful resolution • Partner with Engineering and Product leadership to improve system reliability and observability • Translate recurring technical issues into actionable product and platform improvements • Influence product roadmap and prioritization based on systemic friction and customer impact • Drive post-incident reviews and ensure learnings translate into long-term fixes • Establish T3 as a key stakeholder in integration strategy, API/platform evolution, Partner ecosystem development • Prepare and present updates, data insights, opportunities, and trends to a variety of audiences–Executive leadership, broader Support/CX department, and cross-functional partners • Drive external partnerships with Developers to further enhance Boulevard’s ecosystem • Collaborate on critical initiatives with cross-functional partners, including Finance, Engineering, Product, and Customer teams. • Partner with Support leadership to influence the direction of BLVD Technical Support Requirements: • Experience: 8+ years in Technical Support Engineering, Solutions Engineering, or similar technical roles, with 3–5+ years leading teams in a SaaS environment • Domain Ownership: Proven experience building and scaling technical support or engineering-adjacent functions • Strong experience working cross-functionally with Engineering and Product leadership • Enterprise Experience: Experience supporting enterprise customers and complex integrations • Strategic Leadership: Demonstrated ability to define and execute long-term vision for a technical function • Executive Communication: Comfortable influencing and presenting to senior leadership and enterprise customers. Highly effective at translating complex technical concepts for customers, support teams, and internal stakeholders at all levels. • Systems Thinking: Ability to connect technical issues to broader platform and organizational improvements • Advanced Technical Expertise: Deep working knowledge of SQL, APIs (REST/cURL/Postman), logs, and debugging methodologies. Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred. • Autonomy & Judgment: Comfortable making high-impact decisions independently, prioritizing work based on customer impact, risk, and business needs. • Growth Mindset: Passion for continuous improvement, learning, and building scalable support systems in a fast-growing environment. • Let’s-do-this energy: Maintains a bias for action with a focus on execution, outcomes, and exceptional project management. • High EQ: You’re a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit. Benefits: • We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. • Take a break whenever you need with our flexible vacation day policy. • Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. • Family planning resources and specialized support programs. • Equity: get ahead on the ground floor and grow with Boulevard. • Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.