Director, Technical Support

Boulevard

6h•Remote

About The Position

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.

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.
Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred.
Comfortable making high-impact decisions independently, prioritizing work based on customer impact, risk, and business needs.
Passion for continuous improvement, learning, and building scalable support systems in a fast-growing environment.
Maintains a bias for action with a focus on execution, outcomes, and exceptional project management.
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.

Nice To Haves

Strong familiarity with POS systems, payments, or hardware-integrated platforms

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 (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
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