Technical Support Manager

Promenade 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 $90,000 - $100,000 a year More about us - Promenade Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to ea...