Director, Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the long-term vision for Technical Support Engineering at Boulevard.

• Position T3 as a strategic link between Customer Experience and Engineering.

• Manage the operating model for resolving complex technical issues, escalation management, and integration support.

• Propel the advancement of T3 to cater to enterprise customers, intricate integrations, and a growing partner ecosystem.

• Establish success metrics that encompass:

• Quality and speed of resolutions.

• Customer experience pertaining to complex issues.

• Decrease in engineering escalations.

• Prevention of systemic issues.

• Create a scalable organizational structure, including potential expansions into areas such as Dev Support, Solutions Engineering, and integration ownership.

• Develop and grow a high-performing Technical Support Engineering team, focusing on hiring, organizational design, coaching, and career progression.

• Define and refine the technical competency model and leveling framework for T3.

• Establish clear career paths aligned with engineering-adjacent roles (e.g., Staff, Principal, Solutions Engineering).

• Lead workforce planning and capacity strategies to accommodate enterprise growth and increasing technical complexity.

• Cultivate a culture of deep technical knowledge, customer empathy, and ownership.

• Drive ongoing improvements in team efficiency, quality, response times, and customer satisfaction.

• Oversee Tier 3 data analysis; extracting, identifying, and sharing trends, drivers, and actionable recommendations.

• Proactively address gaps in Tier 3 resources, enablement, and processes; collaborating effectively with stakeholders and/or taking ownership of next steps.

• Develop the strategy and manage the execution of escalation management for Boulevard’s most complex and high-impact customer issues.

• Act as the executive-level escalation point for strategic and enterprise accounts.

• Define and standardize incident management frameworks, severity models, and response protocols.

• Collaborate with Customer Success and Account teams to provide technical leadership during Executive business reviews (QBRs/MBRs) and in Strategic account planning.

• Ensure a consistent, high-quality experience for customers facing complex technical challenges.

• Monitor and manage the entire lifecycle of T3 tickets, ensuring adherence to SLAs and successful resolutions.

• Partner with Engineering and Product leadership to enhance system reliability and observability.

• Convert recurring technical issues into actionable product and platform improvements.

• Influence the product roadmap and prioritization based on systemic friction and customer impact.

• Conduct post-incident reviews, ensuring lessons learned translate into long-term solutions.

• Position T3 as a key stakeholder in integration strategy, API/platform evolution, and partner ecosystem development.

• Prepare and present updates, data insights, opportunities, and trends to various audiences – Executive leadership, broader Support/CX department, and cross-functional partners.

• Foster external partnerships with Developers to enhance Boulevard’s ecosystem.

• Collaborate on critical initiatives with cross-functional partners, including Finance, Engineering, Product, and Customer teams.

• Work alongside Support leadership to influence the direction of BLVD Technical Support.

⛳️ Requirements

• Experience: Over 8 years in Technical Support Engineering, Solutions Engineering, or similar technical roles, with 3–5+ years in leadership positions within a SaaS environment.

• Domain Ownership: Demonstrated success in building and scaling technical support or engineering-adjacent functions.

• Strong experience collaborating cross-functionally with Engineering and Product leadership.

• Enterprise Experience: Background in supporting enterprise customers and managing complex integrations.

• Strategic Leadership: Proven ability to define and implement a long-term vision for a technical function.

• Executive Communication: Proficient in influencing and presenting to senior leadership and enterprise customers. Highly skilled at simplifying complex technical concepts for customers, support teams, and internal stakeholders across all levels.

• Systems Thinking: Capability to link technical issues to broader platform and organizational enhancements.

• Advanced Technical Expertise: In-depth knowledge of SQL, APIs (REST/cURL/Postman), logs, and debugging methodologies. Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred.

• Autonomy & Judgment: Capable of making high-impact decisions independently, prioritizing tasks based on customer impact, risk, and business needs.

• Growth Mindset: Enthusiastic about continuous improvement, learning, and building scalable support systems in a rapidly growing environment.

• Let's-do-this energy: Exhibits a bias for action focused on execution, outcomes, and exceptional project management.

• High EQ: A seasoned leader, adept at coaching your team and demonstrating how to effectively navigate internal relationships and complex customer interactions through versatile communication, sophisticated interpersonal skills, and resilience.

🏝️ Benefits

• We provide a 401(k) match along with dental, medical, vision, and life insurance coverage.

• Enjoy flexibility with our vacation day policy allowing you to take breaks as needed.

• Work remotely and choose your preferred workspace, with a monthly work-from-home stipend.

• Access family planning resources and specialized support programs.

• Equity opportunities allow you to join Boulevard at the ground level and grow with us.

• The Boulevard Bucks Learning and Development program enables employees to explore various businesses in the market we serve.