Director, Technical Support Engineering
New
B
BoulevardSelf-care platform
U.S. locationsFull-TimeDirector
Salary182,000 - 214,000 USD per year
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Job Details
- Experience
- 8+ years in Technical Support Engineering, Solutions Engineering, or similar technical roles, with 3–5+ years leading teams in a SaaS environment
- Required Skills
- SQLRESTful APIsDebuggingPostman
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
- Executive communication skills, comfortable influencing and presenting to senior leadership and enterprise customers
- Systems Thinking: Ability to connect technical issues to broader platform and organizational improvements
- Advanced Technical Expertise: Deep working knowledge of SQL
- Advanced Technical Expertise: Deep working knowledge of APIs (REST/cURL/Postman)
- Advanced Technical Expertise: Deep working knowledge of logs
- Advanced Technical Expertise: Deep working knowledge of debugging methodologies
- Strong familiarity with POS systems, payments, or hardware-integrated platforms (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
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, and 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
- 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
- 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
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