Responsibilities
- 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
- 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
- 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 (QBR/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
- 8+ years in Technical Support Engineering, Solutions Engineering, or similar technical roles
- 3–5+ years leading teams in a SaaS environment
- Proven experience building and scaling technical support or engineering-adjacent functions
- Strong experience working cross-functionally with Engineering and Product leadership
- Experience supporting enterprise customers and complex integrations
- Demonstrated ability to define and execute long-term vision for a technical function
- 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
- Ability to connect technical issues to broader platform and organizational improvements
- Deep working knowledge of SQL, APIs (REST/cURL/Postman), logs, and debugging methodologies
Nice to Have
- Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred
Work Arrangement
Hybrid — NYC, SF Bay Area, Seattle, all other U.S. locations
Team
Structure: Technical Support Engineering (Tier 3) team
Additional Information
- Final compensation will vary based on applicable experience, location, and final leveling
- Role may be eligible to participate in a variable compensation program
