Support Engineer

Boulevard

3d•Remote

About The Position

Boulevard is hiring a Support Engineer to own complex technical problems, drive cross-functional initiatives, and become a subject-matter expert for specific areas of its platform. The role handles high-level escalations while also connecting Support and Engineering, participating in the development cycle to identify supportability issues before release, and building internal tools that help Product Support resolve more issues independently. The Support Engineer works with a small team of domain owners and Support Engineering leadership. The position balances hands-on technical problem-solving with project work that improves support efficiency, product quality, and customer trust. It also includes responding to developer support requests involving Boulevard’s API and developer environment, and collaborating with Support, Success, Onboarding, and Engineering. Boulevard is a client experience platform for appointment-based self-care businesses, including salons, spas, medspas, and barbershops. The company describes its work culture as curious, experimental, inclusive, and focused on continuous improvement. This role is fully remote and offers location-dependent base salary ranges: $122,000–$165,000 per year for candidates in NYC, the SF Bay Area, and Seattle, and $113,000–$153,000 per year for candidates in other U.S. locations. The role may also be eligible for variable compensation.

Requirements

At least 4 years of experience 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.
Comfort building and maintaining internal tools or scripts in Python, JavaScript, or a similar language.
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.
Ability to identify patterns across incidents, anticipate risk, and drive preventative improvements, exercising sound judgment based on customer impact, risk, and business needs.
Clear and effective communication of complex technical concepts to customers, support teams, engineering, and stakeholders at every level.
A trainer’s mindset and ability to mentor and elevate others.
Growth mindset and passion for continuous improvement and building scalable support systems in a fast-growing environment.
Bachelor’s degree in Computer Science, IT, or a related field, or equivalent professional experience.

Nice To Haves

Strong familiarity with POS systems, payments, or hardware-integrated platforms.
Experience with service tools such as Jira, Zendesk, and Intercom.
Experience with low-code and automation platforms such as Retool, Zapier, and n8n.
Knowledge of development best practices and frameworks, including CI/CD pipelines, agile scrum, and git/GitHub.
Knowledge of SaaS software architecture, including back-end and front-end development practices.
Bachelor’s degree in Computer Science, IT, or a related field is preferred; equivalent professional experience will be considered.

Responsibilities

Take on top-tier technical escalations and see them through to resolution.
Respond to developer support requests involving the API and developer environment.
Partner with Support, Success, Onboarding, and Engineering through Slack and weekly meetings to improve customer experiences and product quality.
Participate in the development cycle and flag supportability issues before features ship.
Become the go-to expert for specific domains across the platform.
Set aside time each week for project work, building tools, scripts, and automations that expand what the CX team can solve for customers.
Create internal tools that help Product Support scale without requiring Engineering involvement in every issue.
Own technical areas or systems end to end, including escalations, documentation, and cross-functional collaboration.
Identify patterns across incidents, anticipate risk, and drive preventative improvements.
Communicate complex technical concepts clearly to customers, support teams, engineering, and stakeholders, and mentor others.

Benefits

Competitive base pay and performance bonus eligibility.
Equity participation for all full-time employees.
Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage.
Annual $1,200 HSA employer contribution for eligible plans.
100% covered dental, vision, life, and disability insurance.
12 weeks of fully paid U.S. parental leave for all new parents.
Flexible paid time off.
10 U.S. company holidays.
$200 home office setup allowance.
$50 monthly work-from-home reimbursement.
$200 quarterly Boulevard Bucks.
One Medical membership.
Employee Assistance Program.