Support Engineer

Join Boulevard as a Support Engineer, where you'll tackle complex technical problems, drive cross-functional initiatives, and become an expert in specific domains across our platform. You'll be the bridge between Support and Engineering, helping to improve customer experiences and product quality. This fully remote position offers flexible vacation, 401k match, premier health benefits, and more.

• Prendre en charge des escalades techniques de haut niveau et les mener à bien jusqu'à leur résolution.
• Collaborer avec les équipes de support, de réussite, d'intégration et d'ingénierie pour améliorer l'expérience client et la qualité du produit.
• Participer au cycle de développement et signaler les problèmes de supportabilité avant que les fonctionnalités ne soient mises en production.

• 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
• A track record of owning a technical area or system end to end, including escalations, documentation, and cross-functional collaboration
• Bachelor’s degree in Computer Science, IT, or a related field preferred. Equivalent professional experience will be considered
• 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
• Comfort with sprint planning and engineering rituals, and the ability to turn supportability concerns into actionable input for engineers
• 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
• 4+ years in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company