Support Engagement Lead

About the role

The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. The Support Engagement Lead is a personalized and customized support experience for a designated group of named customers. The Support Engagement Lead serves as the "main point of technical support interaction" for a customer and will act as the "technical advocate" for the customer during the entire contract period.

Responsibilities

• Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation.
• Be your customers’ main point of contact and trusted advisor at Braze for all things Technical.
• Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment.
• Deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform.
• Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests.
• Proactively analyze your customer’s existing support cases to identify trends and risks with their Braze product experience.
• Work with customers to create a seamless experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group.
• Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews.
• Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.

Requirements

• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
• 3-6 years of client-facing experience working in SaaS company with 2-3 years working in Technical Support and at least 1-2 years account management experience
• Exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
• Naturally curious and eager to learn, seeing every problem as an opportunity to learn more or help others (teammates or customers) learn more too.

Qualifications

• Exemplary written and verbal communication skills
• Strong analytical skills regarding technical issues
• Strong organizational skills with an ability to manage competing client demands
• Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
• Technical knowledge on how to leverage APIs and write basic-level SQL queries, bonus points for experience working in Postman and Snowflake/Snowsight
• Experience using the Braze platform
• Technical domain knowledge of one or more of the following: Mobile Development (Swift, Java, Kotlin), Kibana, Snowflake, Datadog, Email architecture and deliverability
• Experience with HTML, CSS, Javascript, Ruby, Java, or other programming language