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Technical Support Manager

April 30, 2026

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. About the Team<div> 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. </div> What You'll Do<div> <ul> <li> Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting </li> <li> Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations </li> <li> Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows </li> <li> Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools </li> <li> Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning </li> <li> Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution </li> <li> Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health </li> <li> Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness </li> <li> Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes </li> <li> Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution </li> <li> Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows </li> </ul> </div> What We’re Looking For<div> <ul> <li> 3+ years of experience managing technical support, technical operations, or similar customer-facing technical teams </li> <li> 6+ years of experience in B2B SaaS technical support, technical operations, or a comparable environment </li> <li> Proven experience leading escalated issue resolution and managing complex customer-facing technical work </li> <li> Experience implementing KPIs, SLAs, and operational reporting </li> <li> Experience working with tools such as Jira, Zendesk, New Relic, or similar platforms </li> <li> Strong cross-functional communication skills and comfort working with customers, peers, and senior leaders </li> <li> Strong organizational, prioritization, and stakeholder management skills </li> <li> Familiarity with troubleshooting Windows, macOS, and iPadOS environments </li> </ul> </div> Nice to Have<div> <ul> <li> Experience with onboarding, imports, data migration, or data conversion workflows </li> <li> Strong Excel skills for data cleanup, transformation, and validation </li> <li> Basic SQL skills for troubleshooting, reporting, or data validation </li> <li> Python experience for automation or data manipulation </li> <li> Experience supporting POS, ecommerce, hardware/software, or integration-heavy environments </li> <li> Multilingual (English and Spanish) is a plus </li> </ul> </div> What Success Looks Like<div> <ul> <li> The team operates with clear ownership, strong follow-through, and full visibility into work and outcomes </li> <li> Escalated issues are handled with sound technical judgment and strong customer engagement </li> <li> Stakeholders receive proactive, timely, and actionable communication </li> <li> Team performance is measurable through useful KPI and SLA reporting </li> <li> Cross-functional workflows with Customer Success, Implementation, Product Marketing, and Engineering continue to improve </li> <li> The manager creates leverage by coaching the team, delegating effectively, and improving systems rather than becoming a bottleneck </li> </ul> </div> <div>$90,000 - $100,000 a year</div> More 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 nation’s 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 highlights…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 Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch” Located 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...