Technical Support Manager

Promenade Group

Technical Support Manager leading escalations across software suite for Promenade. Managing technical support operations while ensuring effective team collaboration and customer satisfaction.

Posted 4/17/2026full-timeRemote • California • 🇺🇸 United StatesSeniorLead💰 $90,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Promenade Group Website LinkedIn All Job Openings 51 - 200 employees 🛍️ eCommerce ☁️ SaaS 🏪 Marketplace eCommerce
SaaS
Marketplace Promenade Group is an ecommerce platform that empowers local businesses by providing them with an intuitive online shopping experience and comprehensive business management solutions. The platform caters to various business types, including florists, restaurants, liquor stores, butcher shops, and pet stores, offering customizable features like online storefronts, marketing services, and tools to manage both online and in-store orders. With over a decade of experience, Promenade has built SEO-optimized, mobile-friendly websites designed to drive online sales and enhance the brand presence of small, local merchants. The company is dedicated to helping small businesses thrive in a hybrid marketplace through cost-effective solutions that boost online revenue and customer engagement. Technical Support Manager Job not on LinkedIn 🔥 1 hour ago 🏄 California – Remote 💵 $90k - $100k / year ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Support Engineer 🦅 H1B Visa Sponsor MacOS Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 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
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Hard Skills & Tools

data mappingdata cleanupdata validationimport preparationbug triageroot cause analysisissue reproductionautomationprocess optimizationtroubleshooting

Soft Skills

leadershipcommunicationprioritizationorganizational skillsstakeholder managementcustomer engagementteam coachingproblem-solvingaccountabilityvisibility