Support Engineer
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Job Description
Support Engineer resolving complex escalations and building support tools for Boulevard’s appointment-based self-care platform. Bridging Support and Engineering to improve product quality and customer experiences.
Responsibilities:
- Own complex technical problems and top-tier technical escalations through resolution
- Respond to developer support requests involving the API and developer environment
- Partner with Support, Success, Onboarding, and Engineering through Slack and weekly meetings
- 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 platform domains
- Build tools, scripts, and automations to expand customer experience team capabilities
- Create internal tools that help Product Support scale without requiring engineering involvement for every issue
Requirements:
- 4+ years in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company
- Deep working knowledge of SQL, REST APIs, cURL, Postman, logs, and debugging methods
- Comfort building and maintaining internal tools or scripts in Python, JavaScript, or similar
- 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 identify incident patterns, anticipate risk, and drive preventative improvements
- Sound judgment on high-impact decisions based on customer impact, risk, and business needs
- Clear, effective communication of complex technical concepts
- Trainer’s mindset to mentor and elevate others
- Growth mindset and passion for continuous improvement and scalable support systems
- Experience with Jira, Zendesk, Intercom, Retool, Zapier, n8n, CI/CD pipelines, agile scrum, git/GitHub, and SaaS architecture is a plus
- Bachelor’s degree in Computer Science, IT, or a related field preferred
- Equivalent professional experience will be considered
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
- Flexible paid time off
- 10 U.S. company holidays
- Fully remote work
- $200 home office setup allowance
- $50 monthly WFH reimbursement
- $200 quarterly Boulevard Bucks for well-being and industry connection
- One Medical membership
- Employee Assistant Program
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