Boulevard - Director, Technical Support
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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. • 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. • In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. • ✨ 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. • 📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
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 • 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
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