Technical Support Manager
Promenade
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Promenade is open to applicants from South Africa. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
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.
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.
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.
Lead 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 workflows
* Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting
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
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
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
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
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 resol
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Promenade
Promenade is a company in the manager industry that hires remote workers from South Africa.