• 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 • 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 • 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 • 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 • 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

• Provide remote support to system users; • Receive, analyze and track support tickets using an internal tool; • Handle POS (Point of Sale) or ERP-related support; • Respond to inquiries via chat, WhatsApp, or phone; • Assist with questions and system configurations; • Support requests related to peripherals; • Keep the system updated by maintaining accurate information.

• Support customers via phone, email, and Zoom—owning the resolution end-to-end. • Diagnose and resolve issues across networking, API usage, integrations, identity management, and file automation. • Spot patterns, replicate edge cases, and work side-by-side with Engineering to get fixes shipped fast. • Turn customer insights into actionable improvements for Product and R&D. • Write crisp, empathetic updates that keep customers confident and teammates aligned.

• Support current Claims suite of products • Review internal process, recommend and develop changes to improve systems efficiency, automation, and effectiveness • Document and communicate complex solutions to internal and external clients promptly • Assess project complexity and estimate development and implementation timeframe • Communicate status with team members, end-users and clients within client expectations including participating in regular client calls • Develop relationships with clients and service/sales team • Perform claims conversions from legacy to Claim Source either as lead or as a secondary analyst • Monitor accuracy and completeness of all assigned jobs • Provide technical support including testing, debugging, troubleshooting and implementing necessary program updates or additions • Analyze customer data including performing optimizations and edit reviews with customers • Review and evaluate payer notifications • Collaborate with internal and external groups to define process requirements for project • Interpret orders and select appropriate tools to process orders • Perform software packaging responsibilities • Perform complex database tasks and maintenance • Track change requests and high severity incidents • Contribute to continuous improvements by identifying ways to optimize resources • Maintain comprehensive project plans and schedules • Help with team leadership roles and mentor new team members