Job Description
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.
As a Senior Technical Specialist, you’ll operate as a highly autonomous technical leader within Technical Support—owning complex problem spaces, driving cross-functional initiatives, and serving as the go-to expert for specific domains across the platform. In addition to resolving the most challenging escalations, Senior Technical Specialists proactively identify risks, lead improvement projects, collaborate with R&D, and shape how technical support is delivered at scale. This is a high-impact role with incredible visibility, supporting key accounts and internal teams.
This role is ideal for someone who thrives in ambiguity, takes initiative without direction, and enjoys balancing hands-on technical work with broader system-level impact. Your work will directly influence support efficiency, product quality, and long-term customer trust.
What you’ll do here:
- Own and resolve the most complex and high-impact Tier 3 escalations across hardware, software, APIs, integrations, and platform behavior—often involving multiple systems or teams.
- Act as main point of contact for technical guidance on Strategic Accounts
- Serve as a domain owner for one or more technical areas (e.g., payments, hardware, scheduling logic, integrations), acting as the primary escalation point and internal subject matter expert.
- Lead deep root cause investigations using SQL, Postman, logs, internal tooling, and scripts—focusing on long-term fixes rather than short-term workarounds.
- Partner closely with Engineering, Product, and Integrations to drive resolution of systemic issues, influence technical decisions, and improve platform stability.
- Independently identify, scope, and execute technical or process improvement projects that reduce repeat incidents, improve support workflows, or enhance customer experience.
- Drive QA and UAT efforts for new features, integrations, and firmware within your domain—providing risk assessments, edge-case validation, and release feedback.
- Create and maintain advanced internal and customer-facing documentation, playbooks, and standards that enable Tier 1 and Tier 2 teams to resolve issues more efficiently.
- Mentor and support Tier 3 peers, as well as Tier 1 and Tier 2 specialists, through guidance, documentation, and escalation best practices.
- Act as a calm, trusted technical presence during critical customer escalations or incidents—helping assess impact, guide communication, and determine next steps.
What you’ll need to thrive:
- Experience: 4+ years in technical support, solutions engineering, or a customer-facing engineering role within a fast-paced Saas environment.
- Advanced Technical Expertise: Deep working knowledge of SQL, APIs (REST/cURL/Postman), logs, and debugging methodologies. Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred.
- Domain Ownership: Proven experience owning a technical area or system end-to-end, including escalations, documentation, and cross-functional collaboration.
- Systems & Strategic Thinking: Ability to identify patterns across incidents, anticipate risk, and drive preventative improvements.
- Exceptional Communication: Highly effective at translating complex technical concepts for customers, support teams, and internal stakeholders at all levels.
- Autonomy & Judgment: Comfortable making high-impact decisions independently, prioritizing work based on customer impact, risk, and business needs.
- Leadership Without Authority: Ability to influence, mentor, and elevate others through expertise, collaboration, and example.
How we’ll take care of you:
Your starting base salary range for this role is $77,000 - $110,000 + a 10% annual bonus, depending on your current skills, experience, training, and overall market demands. This range is subject to change, and there is always room for growth and advancement.
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically.
✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
🏝 Take a break whenever you need with our flexible vacation day policy.
🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
💚 Family planning resources and specialized support programs.
🔮 Equity: get ahead on the ground floor and grow with Boulevard.
💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
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.
