Technical Support Manager (Remote) at Promenade – Lead Technical Operations for a Fast-Growing SaaS Company
Technical support has evolved far beyond answering customer questions. Today's leading SaaS companies require technical support leaders who can combine customer success, engineering collaboration, operational excellence, and data-driven decision-making to deliver exceptional customer experiences.
Promenade is hiring a Technical Support Manager to lead its technical support operations and manage high-priority customer escalations. This full-time remote opportunity is ideal for experienced technical support professionals with leadership experience in SaaS, customer operations, or enterprise software environments.
About Promenade
Promenade is a mission-driven software company that helps local businesses thrive through modern commerce technology. Originally founded as BloomNation in 2011 to serve the floral industry, the company has expanded its platform to support businesses across multiple industries, including food, liquor, and butcher shops.
Its software combines Point of Sale (POS), eCommerce, customer engagement, and business management tools, helping independent businesses compete with larger retailers while growing both online and offline sales. Promenade is backed by leading investors including Andreessen Horowitz and Spark Capital.
About the Technical Support Manager Role
Promenade is looking for a hands-on Technical Support Manager who can successfully balance leadership responsibilities with technical problem-solving.
This "player-coach" position involves leading a team of technical support specialists while also serving as the senior technical escalation point for complex customer issues involving software, hardware, integrations, and onboarding.
The successful candidate will collaborate closely with Engineering, Customer Success, Product, and Implementation teams to improve customer outcomes and operational efficiency.
Key Responsibilities
Lead Technical Support Operations
You'll oversee the daily operations of the Technical Support team by:
- Managing escalations.
- Prioritizing workloads.
- Coordinating team activities.
- Monitoring performance.
- Delivering operational reports.
Your leadership will help ensure customers receive timely and effective support.
Resolve Complex Technical Issues
As the senior escalation point, you'll troubleshoot issues involving:
- Point of Sale (POS) systems.
- eCommerce platforms.
- Hardware devices.
- Third-party integrations.
- Customer onboarding.
Strong technical troubleshooting skills are essential.
Partner with Engineering
You'll work closely with Engineering teams to:
- Reproduce software bugs.
- Perform root cause analysis.
- Prioritize product defects.
- Improve issue resolution.
- Strengthen communication between technical teams.
Cross-functional collaboration is a major part of the role.
Improve Operational Performance
Responsibilities include:
- Defining KPIs.
- Managing SLAs.
- Creating operational dashboards.
- Improving workflows.
- Tracking support performance.
Data-driven leadership will help optimize team efficiency.
Support Customer Data Migration
You'll also assist customers by:
- Gathering requirements.
- Validating imported data.
- Cleaning datasets using Excel.
- Supporting onboarding projects.
- Ensuring smooth platform transitions.
Attention to detail is critical for successful implementations.
Coach and Develop the Team
As a people manager, you'll:
- Mentor support engineers.
- Provide performance feedback.
- Develop technical skills.
- Encourage accountability.
- Foster continuous improvement.
Building a high-performing support organization will be one of your primary objectives.
Required Qualifications
Successful candidates should generally possess:
- 3+ years of experience managing technical support or technical operations teams.
- 6+ years of experience in B2B SaaS technical support.
- Experience handling complex customer escalations.
- Strong leadership and coaching abilities.
- Experience implementing KPIs and SLAs.
- Excellent communication and stakeholder management skills.
- Experience with customer-facing technical environments.
Preferred Skills
Candidates with experience in the following areas will have a competitive advantage:
- Jira.
- Zendesk.
- New Relic.
- Microsoft Excel.
- SQL.
- Python.
- Windows.
- macOS.
- iPadOS.
- Data migration.
- POS systems.
- eCommerce platforms.
Spanish language skills are considered an additional advantage.
Salary and Benefits
Promenade offers a competitive compensation package that includes:
- Annual salary of $90,000–$100,000 USD.
- Fully remote work.
- Collaborative company culture.
- Opportunities for leadership growth.
- Meaningful work supporting small businesses.
- Exposure to modern SaaS technologies.
The company emphasizes ownership, innovation, and continuous improvement while maintaining a low-politics work environment.
Career Growth Opportunities
Professionals who perform well in this position may advance into roles such as:
- Senior Technical Support Manager.
- Director of Customer Support.
- Head of Technical Operations.
- Customer Success Director.
- VP of Customer Experience.
- Operations Director.
Leadership experience within SaaS technical support continues to be highly valuable across technology companies.
Why This Opportunity Stands Out
This role combines technical expertise with operational leadership, giving you the opportunity to influence customer experience across the organization.
Joining Promenade allows you to:
- Lead a highly technical support team.
- Solve complex customer challenges.
- Work closely with Engineering and Product teams.
- Improve support operations using data.
- Mentor technical professionals.
- Contribute to software used by thousands of local businesses.
For experienced technical support leaders, this position offers meaningful ownership and long-term career growth within a mission-driven technology company.
How to Apply
At the time of writing, the original job posting has been marked as closed, indicating the company is likely no longer accepting applications. Interested candidates can continue monitoring Promenade's careers page and Remote OK for future openings.
Final Thoughts
The Technical Support Manager position at Promenade is an excellent opportunity for experienced technical support professionals seeking leadership responsibilities within a growing SaaS company.
From managing customer escalations and mentoring support engineers to improving operational processes and collaborating with engineering teams, this role offers challenging work, competitive compensation, and strong opportunities for professional advancement.
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