Come do the best work of your life at Boulevard.

Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard customers. Customer satisfaction is never sacrificed while meeting service-level expectations. Whether business owners, front desk users, or service providers, our Support team is available to answer customer questions through multiple contact channels. 

T1 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets (on behalf of SMB, Midmarket, Strategic, and Enterprise customers), supporting their team by maintaining a steady flow of ticket solves, and contributing to team resources. This role reports directly to a T1 Support Manager.

This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc.).

What you’ll do here:

• Spend ~85% of the day owning complex T1 tickets:
• Assist customers via live chat, email, text, phone, and screen-sharing. 
• Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy.
• Distill and effectively communicate technical information to customers with varying technical acumen.
• Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case.
• De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary.
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations
• Spend ~10% on meetings and administrative tasks
• Spend ~5% on personal development and up-skilling (as time allows)
• Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement:
• Contribute to knowledge, SOPs, enablement, and macros (with manager oversight)
• Proactively surface process and product improvements 
• Assist the Customer Support Manager with ad hoc projects
• Identify incidents and accurately follow incident response protocol
• Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

What you’ll need to thrive:

• Experience: 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment . Bonus if you have experience supporting a technical platform within the self-care, data or medical industries.
• Technical aptitude: Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response at the Tier 1 Support level.
• Joy for details: Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure!
• Let’s-do-this energy: Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• High EQ: You’re an empathetic and concise communicator, modeling how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit.
• Outstanding customer rapport: Give life to our Boulevard values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills.
• Patience, Positivity, Problem solving: Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention.
• Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule team members may occasionally work extended days as needed and provide on-call coverage on holidays.  

How we’ll take care of you:

Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual base compensation. This cash compensation is subject to change, and there is always room for growth and advancement.

Come do the best work of your life at Boulevard.

Boulevard’s Technical Support Engineering (Tier 3) team delivers highly specialized technical resolution, integration expertise, and developer support across our customer ecosystem. As Director, Technical Support Engineering, you will define and scale this function as a critical pillar of Boulevard’s customer experience and platform reliability.

Reporting to the VP of Customer Experience, this role owns the vision, strategy, and execution of Tier 3, evolving it into a world-class technical support engineering organization that enables enterprise growth, reduces engineering interruptions, and improves system-wide reliability.

You will operate as a cross-functional leader, partnering closely with Engineering, Product, Customer Success, and Support to influence product direction, improve platform supportability, and ensure Boulevard delivers a seamless and technically experience for customers and partners.

What you’ll do here:

• 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
• Organizational Leadership & Team Development 
  • 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 
  • Utilize internal tools and identify new strategies to refine, monitor, and manage team’s performance
  • 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
• Customer Escalation & Leadership
  • 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
• Cross Functional & Product Influence 
  • 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 

What you'll need to thrive:

• 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.

How we'll take care of you:

At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary range for this role. For candidates in NYC, the SF Bay Area, and Seattle, the anticipated base salary range is $182,000 - $214,000 per year. For all other U.S. locations, the anticipated base salary range is $158,000 - $204,600 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program. Final compensation will vary based on a variety of factors which include but are not limited to applicable experience, location, and final leveling.