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.\nAbout the TeamThe 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 DoLead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reportingServe as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrationsMeet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflowsOversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related toolsPartner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planningRun a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolutionEstablish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational healthUse observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectivenessPartner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomesCoach and develop team members while reinforcing strong ownership, communication, prioritization, and executionIdentify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflowsWhat Weâre Looking For3+ years of experience managing technical support, technical operations, or similar customer-facing technical teams6+ years of experience in B2B SaaS technical support, technical operations, or a comparable environmentProven experience leading escalated issue resolution and managing complex customer-facing technical workExperience implementing KPIs, SLAs, and operational reportingExperience working with tools such as Jira, Zendesk, New Relic, or similar platformsStrong cross-functional communication skills and comfort working with customers, peers, and senior leadersStrong organizational, prioritization, and stakeholder management skillsFamiliarity with troubleshooting Windows, macOS, and iPadOS environmentsNice to HaveExperience with onboarding, imports, data migration, or data conversion workflowsStrong Excel skills for data cleanup, transformation, and validationBasic SQL skills for troubleshooting, reporting, or data validationPython experience for automation or data manipulationExperience supporting POS, ecommerce, hardware/software, or integration-heavy environmentsMultilingual (English and Spanish) is a plusWhat Success Looks LikeThe team operates with clear ownership, strong follow-through, and full visibility into work and outcomesEscalated issues are handled with sound technical judgment and strong customer engagementStakeholders receive proactive, timely, and actionable communicationTeam performance is measurable through useful KPI and SLA reportingCross-functional workflows with Customer Success, Implementation, Product Marketing, and Engineering continue to improveThe manager creates leverage by coaching the team, delegating effectively, and improving systems rather than becoming a bottleneck\n$90,000 - $100,000 a year\nMore about us - PromenadePromenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nationâs premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - BloomNation (Floral), Promenade (Food, Liquor and Butchers) . The company is based in Santa Monica, CA along with Remote roles. Additional highlightsâ¦Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.) Named one of Entrepreneurâs â5 Sizzling Silicon Beach Startups to WatchâLocated one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica Why join Promenade?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.