The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. We are seeking an experienced technical professional to join our Tier 3 Technical Support Team. Duties for this role will include creating documentation, resolution of escalated issues, following proper escalation processes, hardware troubleshooting, and customer-facing support and consultation. Reporting to the Manager of the Tier 3 Team, this person will support our clients on highly technical issues, provide well-researched escalations to engineering and integrations, and collaborate cross-department with resources throughout Boulevard to help provide an excellent customer support experience.

What You’ll Do Here:

• Handle escalated technical issues ranging from hardware, software, API, and integration support.
• Provide guidance to Tier 1 and 2 teams to improve time to close and issue handling.
• Use technical tools such as SQL, Postman, automated scripts, and internal logs to track the source of issues for proper resolution or provide a customized solution.
• Make informed decisions under pressure, mediate solutions, and prioritize tasks based on impact and urgency.
• Engage in the Boulevard community, model the company values, and inspire new leaders through your work with the teams.

What You’ll Need To Thrive:

• Experience: 1+ year technical support or customer-facing engineering role
• Technical Chops: Working knowledge of SQL and cURL for API calls. Knowledge of common POS and payment hardware.
• Collaboration and Agile Communication Skills: This role amplifies the voice of the customer and connects multiple Boulevard functions. Verbal and written skills must be rockstar level with proven ability to manage messages for different audiences. Able to translate complex technical topics to customers and internal business leaders.
• Masterful Critical Thinking: You can review the details, create your own analysis, ask key questions, and cut through the noise to see the problem we need to solve.
• Joy for Blazing Trails: Boulevard is growing rapidly and we build something new every day. This is a challenge and daily choice. You love change and making it happen.

How We’ll Take Care Of You:  

Your total budgeted cash compensation for this role is $85,000 + 10% 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.

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.