Technical Support Manager

About the Role

The technical support team at Promenade is responsible for providing advanced troubleshooting and escalated support across the company's software suite, including Point of Sale, ecommerce, hardware, and third-party integrations. The team works 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.

Promenade's technical support team serves as a subject matter expert across the company's software suite, helping to distinguish between bugs, feature gaps, configuration issues, and process breakdowns while driving issues through to resolution.

What You Will 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 Are 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, for example)

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a comprehensive software suite and contribute to the growth of a leading company
• Collaborative and dynamic remote work environment
• Professional development opportunities, including training and conference sponsorships
• Flexible working hours and generous PTO policy
• Access to the latest tools and technologies
• Recognition and reward for outstanding performance

• Develop strong Excel skills, including data cleanup, transformation, and validation, to stand out in this role.
• Showcase experience with technical support tools, such as Jira, Zendesk, and New Relic, in your portfolio or resume.
• Highlight your ability to communicate complex technical issues to non-technical stakeholders, including customers and senior leaders.
• Prepare examples of how you have improved team interfaces, handoffs, and customer outcomes in previous roles.
• Research the company's software suite and be prepared to ask informed questions during the interview process.
• Be ready to discuss your experience with automation, AI, and process optimization, and how you can apply these skills to the Technical Support Manager role.