United States onlyPromenade is looking for a Technical Support Manager to lead a team responsible for high-touch escalations across our software suite. This is a player-coach role for someone who can move comfortably between operational leadership, deep technical troubleshooting, hands-on data work, and customer conversations.
The ideal candidate is equally comfortable meeting with a client to resolve issues, partnering with leadership to implement meaningful metrics and improve how teams work together, using New Relic to investigate application issues and working in Excel to validate and clean data for import.
About the Team
The Technical Support team at Promenade provides advanced troubleshooting and escalated support across our application suite, including Point of Sale, ecommerce, hardware, and third-party integrations.
The team partners closely with Customer Success, Implementation, Product Marketing, and Engineering to resolve complex customer issues, identify product defects, improve internal workflows, and support onboarding-related processes. This includes working directly with customer data during migrations and imports, helping ensure a smooth transition onto the Promenade platform.
Technical Support serves as a subject matter expert across the Promenade software suite, helping distinguish between bugs, feature gaps, configuration issues, and process breakdowns while driving issues through to resolution.
What You'll Do
Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting
Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations
Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows
Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools
Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning
Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution
Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health
Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness
Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes
Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution
Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows
What We’re Looking For
3+ years of experience managing technical support, technical operations, or similar customer-facing technical teams
6+ years of experience in B2B SaaS technical support, technical operations, or a comparable environment
Proven experience leading escalated issue resolution and managing complex customer-facing technical work
Experience implementing KPIs, SLAs, and operational reporting
Experience working with tools such as Jira, Zendesk, New Relic, or similar platforms
Strong cross-functional communication skills and comfort working with customers, peers, and senior leaders
Strong organizational, prioritization, and stakeholder management skills
Familiarity with troubleshooting Windows, macOS, and iPadOS environments
Nice to Have
Experience with onboarding, imports, data migration, or data conversion workflows
Strong Excel skills for data cleanup, transformation, and validation
Basic SQL skills for troubleshooting, reporting, or data validation
Python experience for automation or data manipulation
Experience supporting POS, ecommerce, hardware/software, or integration-heavy environments
Multilingual (English and Spanish) is a plus
What Success Looks Like
The team operates with clear ownership, strong follow-through, and full visibility into work and outcomes
Escalated issues are handled with sound technical judgment and strong customer engagement
Stakeholders receive proactive, timely, and actionable communication
Team performance is measurable through useful KPI and SLA reporting
Cross-functional workflows with Customer Success, Implementation, Product Marketing, and Engineering continue to improve
The manager creates leverage by coaching the team, delegating effectively, and improving systems rather than becoming a bottleneck
