Support Engineer

Come do the best work of your life at Boulevard.

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.