Support Engineer
Boulevard · Remote - USA
About this role
**Who is Boulevard?** Boulevard provides the first and only client experience platform for appointment-based, self-care businesses—helping customers deliver more of the “magical moments” that matter. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand pain points and build a modern, user-friendly platform. We’re rooted in hair salons, but we’re built for the broader self-care industry, including salons, spas, medspas, barbershops, and more. **Come do the best work of your life at Boulevard.** As a **Support Engineer**, you’ll own complex technical problems, drive cross-functional initiatives, and become a go-to expert for specific domains across our platform. You’ll resolve escalations, but you’ll also help prevent issues by catching supportability concerns before they ship and building internal tools that help Product Support scale without pulling in engineering on every request. You’ll work closely with a small team of domain owners and Support Engineering leadership, balancing hands-on technical problem solving with bigger-picture impact. **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. - 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; comfort building/maintaining internal tools or scripts in Python, JavaScript, or similar. 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; 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 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; a trainer’s mindset to mentor and elevate others. - Growth mindset and passion for continuous improvement and scalable support systems. - A plus: experience with Jira, Zendesk, Intercom; low-code/automation tools like Retool, Zapier, n8n; development best practices (CI/CD, agile scrum, git/GitHub); SaaS architecture (back-end and front-end). - Bachelor’s degree in Computer Science, IT, or related field preferred (equivalent experience considered). **How we’ll take care of you:** Boulevard structures compensation with internal equity and local market competitiveness. Good-faith base salary estimates: - **NYC, SF Bay Ar
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