Support Engineer

As a Support Engineer at Boulevard, you'll own complex technical problems, drive cross-functional initiatives, and become a go-to expert for specific domains across our platform. Escalations are part of the job, but you'll do more than resolve them. You're the connective tissue between Support and Engineering, embedded in the development cycle to catch supportability issues before they ship and building internal tools that help Product Support scale without pulling in engineering on every issue. You'll share this work with a small team of domain owners and Support Engineering leadership. It's a great fit if you take initiative, own your work, and enjoy balancing hands-on technical problem solving with bigger-picture impact. We're large enough to transform the industry and small enough that your work is visible every day, from support efficiency to product quality to long-term customer trust. What you'll do here: • Take on top-tier technical escalations and see them through to resolution. • Respond to developer support requests for help with our API and developer environment. • Partner with Support, Success, Onboarding, and Engineering in Slack and weekly meetings to improve customer experiences and product quality. • Join the development cycle and flag supportability issues before features ship. • Become the go-to expert for specific domains across our platform. • Set aside time each week for project work, building tools, scripts, and automations that expand what our CX team can solve for customers. • Create internal tools that help Product Support scale without pulling in engineering on every issue. What you'll need to thrive: • 4+ years in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company. • Deep working knowledge of SQL, APIs (REST, cURL, Postman), logs, and debugging methods, plus comfort building and maintaining internal tools or scripts in Python, JavaScript, or similar. Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred. • A track record of owning a technical area or system end to end, including escalations, documentation, and cross-functional collaboration. • Comfort with sprint planning and engineering rituals, and the ability to turn supportability concerns into actionable input for engineers. • The ability to spot patterns across incidents, anticipate risk, and drive preventative improvements, with sound judgment on high-impact decisions based on customer impact, risk, and business needs. • Clear, effective communication that makes complex technical concepts easy to understand for customers, support teams, engineering, and stakeholders at every level, plus a trainer's mindset to mentor and elevate others. • A growth mindset and a passion for continuous improvement and building scalable support systems in a fast-growing environment. • A plus: experience with service tools like Jira, Zendesk, and Intercom; low-code and automation platforms like Retool, Zapier, and n8n; development best practices and frameworks (CI/CD pipelines, agile scrum, git/GitHub); and SaaS software architecture, including back-end and front-end development practices. • Bachelor's degree in Computer Science, IT, or a related field preferred. Equivalent professional experience will be considered. 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 $122,000 - $165,000 per year. For all other U.S. locations, the anticipated base salary range is $113,000 - $153,000 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. How we take care of our team Our business is deeply immersed in an industry that's centered around helping people feel their best, so we know that taking care of yourself isn't selfish; it's essential. That's why our culture pairs high standards with genuine care. We don't glorify burnout or wear 'always on' as a badge of honor. Instead, we've created benefits designed to support you inside and outside of work, so you can bring your best self to both. Here's how we support you: • Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact. • Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success. • Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones. • An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning. • 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings. • 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member. • Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free. • Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success. • $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve. • And other perks like One Medical membership and Employee Assistant Program.