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Salary: USD 113,000 - 165,000 / annual
Boulevard is a client experience platform for appointment-based self-care businesses (salons, spas, medspa, barbershops). Founded in 2016, the company serves the broader self-care industry with modern, user-friendly software.
As a Support Engineer, you will own complex technical problems and serve as the connective tissue between Support and Engineering. You'll be embedded in the development cycle, catching supportability issues before they ship and building internal tools that help the support team scale independently. You'll work with a small team of domain owners and support engineering leadership, balancing hands-on technical problem-solving with broader strategic impact.
Key responsibilities:
- Take on top-tier technical escalations and drive them to resolution
- Respond to developer support requests for API and developer environment assistance
- Partner with Support, Success, Onboarding, and Engineering teams 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 the platform
- Build tools, scripts, and automations that expand what the support team can solve independently
- Create internal tools that help Product Support scale without pulling in engineering on every issue
The role is fully remote within the US. Boulevard emphasizes a culture that values high standards with genuine care, avoiding burnout glorification. The company is large enough to transform the industry but small enough that your work is visible daily.
REQUIREMENTS:
- 4+ years in technical support, solutions engineering, or 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 similar languages
- Strong familiarity with POS systems, payments, or hardware-integrated platforms (highly preferred)
- 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; ability to turn supportability concerns into actionable input for engineers
- Ability to spot patterns across incidents, anticipate risk, and drive preventative improvements with sound judgment on high-impact decisions
- Clear, effective communication that makes complex technical concepts accessible to customers, support teams, engineering, and stakeholders; trainer's mindset to mentor and elevate others
- Growth mindset and passion for continuous improvement and building scalable support systems in fast-growing environments
- Plus: experience with Jira, Zendesk, Intercom; low-code/automation platforms like Retool, Zapier, n8n; development best practices (CI/CD, agile scrum, git/GitHub); SaaS software architecture
- Bachelor's degree in Computer Science, IT, or related field preferred; equivalent professional experience considered
