Technical Support Manager

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.

• 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

• 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

• 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

• 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