Director, Technical Support

Who is Boulevard? 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. Boulevard’s Technical Support Engineering (Tier 3) team delivers highly specialized technical resolution, integration expertise, and developer support across our customer ecosystem. As Director, Technical Support Engineering, you will define and scale this function as a critical pillar of Boulevard’s customer experience and platform reliability. Reporting to the VP of Customer Experience, this role owns the vision, strategy, and execution of Tier 3, evolving it into a world-class technical support engineering organization that enables enterprise growth, reduces engineering interruptions, and improves system-wide reliability. You will operate as a cross-functional leader, partnering closely with Engineering, Product, Customer Success, and Support to influence product direction, improve platform supportability, and ensure Boulevard delivers a seamless and technically experience for customers and partners. What you’ll do here: Define and execute the long-term vision for Technical Support Engineering at Boulevard Establish T3 as a strategic bridge between Customer Experience and Engineering Own the operating model for complex technical issue resolution, escalation management, and integration support Drive the evolution of T3 to support enterprise customers, complex integrations, and an expanding partner ecosystem Define success metrics across: Resolution quality and speed Customer experience for complex issues Reduction in engineering escalations Systemic issue prevention Build a scalable org structure, including future expansion into areas such as Dev Support, Solutions Engineering, and integration ownership Organizational Leadership & Team Development  Build and scale a high-performing Technical Support Engineering organization, including hiring, org design, coaching and career pathing Define and evolve the technical competency model and leveling framework for T3 Establish clear career pathways aligned with engineering-adjacent roles (e.g., Staff, Principal, Solutions Engineering) Lead workforce planning and capacity strategy to support enterprise growth and increasing technical complexity Foster a culture of deep technical expertise, customer empathy, and ownership Drive continual team improvements in efficiency, quality, response times, and customer satisfaction  Utilize internal tools and identify new strategies to refine, monitor, and manage team’s performance Own Tier 3 data analysis; pulling, identifying, and sharing trends, drivers, and recommendations on potential actions Proactively identify Tier 3 resource, enablement, and process gaps; collaborating effectively with stakeholders and/or owning next steps Customer Escalation & Leadership Own the strategy and execution of escalation management for Boulevard’s most complex and high-impact customer issues Serve as executive-level escalation point for strategic and enterprise accounts Define and standardize incident management frameworks, severity models, and response protocols Partner with Customer Success and Account teams to deliver technical leadership in Executive business reviews (QBRs/MBRs) and Strategic account planning Ensure a consistent, high-quality experience for customers navigating complex technical challenges Monitor and own the full lifecycle for T3 tickets, ensuring SLA adherence and successful resolution Cross Functional & Product Influence  Partner with Engineering and Product leadership to improve system reliability and observability Translate recurring technical issues into actionable product and platform improvements Influence product roadmap and prioritization based on systemic friction and customer impact Drive post-incident reviews and ensure learnings translate into long-term fixes Establish T3 as a key stakeholder in integration strategy, API/platform evolution, Partner ecosystem development Prepare and present updates, data insights, opportunities, and trends to a variety of audiences–Executive leadership, broader Support/CX department, and cross-functional partners Drive external partnerships with Developers to further enhance Boulevard’s ecosystem Collaborate on critical initiatives with cross-functional partners, including Finance, Engineering, Product, and Customer teams. Partner with Support leadership to influence the direction of BLVD Technical Support  What you'll need to thrive: Experience: 8+ years in Technical Support Engineering, Solutions Engineering, or similar technical roles, with 3–5+ years leading teams in a SaaS environment Domain Ownership: Proven experience building and scaling technical support or engineering-adjacent functions Strong