Technical Support Manager

About the Role

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.

• Lead day-to-day operations of the Technical Support team, including escalations, prioritization, and reporting.
• Serve as the senior technical point of escalation for complex issues across POS, ecommerce, hardware, and integrations.
• Oversee data mapping, cleanup, validation, and import preparation using Excel and related tools.
• Partner with Engineering on bug triage, root cause analysis, and remediation planning.
• Establish and report on team KPIs and SLAs to improve operational health.
• Use observability tools like New Relic to investigate application issues and identify trends.
• Coach and develop team members while reinforcing strong ownership and execution.

• 3+ years of experience managing technical support or technical operations teams.
• 6+ years of experience in B2B SaaS technical support or a comparable environment.
• Proven experience leading escalated issue resolution and managing complex technical work.
• Experience implementing KPIs, SLAs, and operational reporting.
• Proficiency with tools such as Jira, Zendesk, and New Relic.
• Familiarity with troubleshooting Windows, macOS, and iPadOS environments.

• Experience with onboarding, data migration, or conversion workflows.
• Strong Excel skills for data transformation and validation.
• Basic SQL skills for reporting or data validation.
• Python experience for automation or data manipulation.
• Experience supporting POS or ecommerce environments.
• Bilingual proficiency in English and Spanish.

Required Skills