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.
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
2-3 years working in Technical Support
1-2 years account management experience
Exemplary written and verbal communication skills coupled with unparalleled follow up 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
Qualifications
Natural curiosity and eagerness to learn and share
Ability to handle time-sensitive, pressure-intensive customer issues
Team player with strong collaboration skills
Skills
Excellent written and verbal communication skills
Strong analytical skills regarding technical issues
Strong organizational skills with an ability to manage competing client demands
Technical knowledge on how to leverage APIs and write basic-level SQL queries
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
Benefits
Comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs).
Pay
Pay range for this position at the start of employment is expected to be between $85,000 and $112,500/year, with an expected On Target Earnings (OTE) between $95,000 and $125,000/year (including bonus or commission).
Schedule
Working hours are 11am - 7:30pm CT.