promenade - Technical Support Manager
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Requirements
• 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 • ## 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
Responsibilities
• 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
Benefits
• If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.
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