Role Description This is a dedicated embedded role: you will be ThirdChannel's expert on how adidas uses our platform, and adidas' expert on how our platform works. You'll own end-to-end support for every adidas user of the ThirdChannel Mobile App and Desktop Platform – from individual troubleshooting to platform-wide incidents – and serve as the connective tissue between adidas and ThirdChannel's Product and Engineering teams. Success looks like faster ticket resolution, fewer bugs reaching production, an adidas team that's never caught off guard, and a feedback loop that makes our product better for them. Key Responsibilities - Technical Customer Support - Primary point of contact for all adidas user issues. - Intake, triage, and drive every ticket to resolution – troubleshooting directly with users and communicating clear next steps throughout. - Proactive Issue Communication - Surface bugs to the adidas team the moment they're identified – often before adidas notices them – with clear context, expected impact, and a realistic timeline. - adidas should never be caught off guard. - Pre-Release Quality Assurance - Run QA checks before every release with a focus on adidas-specific workflows and edge cases. - Partner with Product and Engineering to flag regressions and validate fixes before they reach users. - Roadmap Communication & Change Management - Keep adidas informed of what's coming, when, and what it changes for how they work. - Flag deviations and delays early, and help the team prepare for new features and releases. - Voice of the adidas Customer - Translate adidas' feedback, friction points, and feature requests into actionable input for ThirdChannel's Product and Engineering teams. - Advocate for the adidas use case in roadmap and prioritization conversations. - adidas Operational Fluency - Develop deep, current knowledge of adidas' culture, org structure, and how their team uses our platform. - This is an ongoing investment, not a one-time onboarding task. - Issue Tracking & Documentation - Keep clean, accurate records in ThirdChannel's ticketing systems. - Maintain adidas-specific troubleshooting guides and known-issue logs as a shared source of truth. Qualifications - 2–4 years in technical customer support, application support, or technical customer success – ideally supporting a SaaS product, mobile app, or multi-tenant platform. - Experience in an embedded or dedicated-account support model is a strong plus. - Hands-on experience with helpdesk and ticketing tools (Zendesk, Jira Service Management, Intercom, or similar), including triage, SLA tracking, and customer-facing communication. - Working knowledge of mobile and web QA testing – TestFlight, browser dev tools, structured test cases – and enough SQL comfort to investigate production data and distinguish user error from genuine bugs before escalating. - Familiarity with product and issue-tracking tools (Jira, Linear, Productboard, or similar) and comfort routing bug reports and feature requests through Product and Engineering workflows. - Exceptional written and verbal communication skills; able to translate between a client's language and an Engineering team's, and deliver clear updates under pressure. - Client-facing polish and emotional intelligence; comfortable being the face of ThirdChannel to a global brand and managing expectations when things go wrong. - Highly organized and self-directed; able to prioritize across concurrent issues, make real-time judgment calls, and keep multiple stakeholders aligned without being asked. - Experience in or genuine enthusiasm for retail, DTC, or apparel/footwear; a demonstrated ability to immerse in a client's culture is essential to success in this role. Benefits - Competitive salary ($75–95K), based on location and experience. - Comprehensive Health, Dental, Vision, and Short-Term Disability Insurance. - Unlimited Paid Time Off, plus a Company Holiday Calendar. - 401(k) retirement plan with company match. - Opportunity to work embedded with one of the world's most iconic sport brands, at the intersection of retail, technology, and workforce innovation.

• 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.