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.

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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 suppo