Senior Technical Specialist

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. We are seeking an experienced Senior Technical Specialist 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:

• Work with your team to tackle project-level technical issues, providing guidance and recommending changes to software or processes to improve efficiency.
• Cross-team work with Tier 1 + Tier 2, or other Boulevard departments for escalated issues or assistance where required.
• Daily review of Development Support queue, answering questions about our API, SDK, and forwarding appropriate issues to the Engineer team.
• Daily review of CFD/CSR board, making sure issues are appropriately detailed and scoped, assigning to the appropriate team with the appropriate severity.
• Make informed decisions under pressure, mediate solutions, and prioritize tasks based on impact and urgency.
• Technical projects as required by business needs.
• Assisting management with development and rollout of Tier 3 Professional Services.
• 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: 3+ years technical support or customer-facing engineering role
• Technical Chops: Deep 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 starting cash compensation for this role is between $69,000 – $97,750, depending on your current skills, experience, training, and overall market demands. This cash compensation 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 (meet some of them here!) 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.