Support Engineer

Boulevard; United States; Remote; USD 113,000 - 153,000; Full time

Benefits offered by this job

Equity participation for all full-time

Comprehensive medical coverage

HSA employer contribution

Dental, vision, life, disability

Parental leave: 12 weeks

Fully remote with home office stipend

Biennial Boulevard Bucks

One Medical membership

Job summary

Boulevard is seeking a wired, customer-focused Support Engineer to own complex technical escalations and drive improvements across our platform. You will be the link between Support and Engineering, creating scalable solutions and internal tools that enhance product quality and customer trust.

Ideal candidates bring 4+ years in technical SaaS support, strong communication, and a track record of end-to-end ownership of technical areas.

Qualifications

• 4+ years in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company.
• Own a technical area or system end to end, including escalations, documentation, and cross-functional collaboration.
• Able to translate complex technical concepts for a variety of stakeholders.

Responsibilities

• Take on top-tier technical escalations and drive resolution.
• Respond to developer support requests for API and developer environment.
• Collaborate with Support, Success, Onboarding, and Engineering to improve customer experiences.
• Join development cycles and flag maintainability issues before features ship.
• Develop internal tools to scale Product Support without heavy engineering involvement.

Skills

Technical support

Solutions engineering

Cross-functional collaboration

Mentorship

Communication skills

Problem solving

Agile/Scrum

SaaS knowledge

Workflow automation

Education

Bachelor's degree in Computer Science/IT

Tools

Jira

Zendesk

Intercom

Retool

Zapier

n8n

CI/CD

Git/GitHub

Job description

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen .

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most .

Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.

Come do the best work of your life at Boulevard.

As a Support Engineer at Boulevard, you’ll own complex technical problems, drive cross-functional initiatives, and become a go-to expert for specific domains across our platform. Escalations are part of the job, but you’ll do more than resolve them. You’re the connective tissue between Support and Engineering, embedded in the development cycle to catch supportability issues before they ship and building internal tools that help Product Support scale without pulling in engineering on every issue.

You’ll share this work with a small team of domain owners and Support Engineering leadership. It’s a great fit if you take initiative, own your work, and enjoy balancing hands-on technical problem solving with bigger-picture impact. We’re large enough to transform the industry and small enough that your work is visible every day, from support efficiency to product quality to long-term customer trust.

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 for customers.
• 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.
• 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, and the ability to turn supportability concerns into actionable input for engineers.
• 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.
• 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.
• Bachelor’s degree in Computer Science, IT, or a related field preferred. Equivalent professional experience will be considered.

How we’ll take care of you:

At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we're happy to share a good-faith estimate of the base salary range for this role. For candidates in NYC, the SF Bay Area, and Seattle, the anticipated base salary range is $122,000 - $165,000 per year. For all other U.S. locations, the anticipated base salary range is $113,000 - $153,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program. Final compensation will vary based on a variety of factors which include but are not limited to applicable experience, location, and final leveling.

How we take care of our team

Our business is deeply immersed in an industry that’s centered around helping people feel their best, so we know that taking care of yourself isn’t selfish; it’s essential. That’s why our culture pairs high standards with genuine care. We don't glorify burnout or wear ‘always on’ as a badge of honor. Instead, we’ve created benefits designed to support you inside and outside of work, so you can bring your best self to both.

Here’s how we support you:

• Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact.
• Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success.
• Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones.
• An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning.
• 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings.
• 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member.
• Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free.
• Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success.
• $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve.
• And other perks like One Medical membership and Employee Assistant Program.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.