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.