Director, Technical Support

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.