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. This role serves as the “main point of technical support interaction” for a customer and acts as the “technical advocate” for the customer during the entire contract period. The Support Engagement Lead works closely with the Customer Success and Recurring Services teams to manage technical escalations and inquiries.

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.
• Work closely and get ingrained with Braze recognized partners in the customer tech stack.
• 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.

Qualifications

• 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.
• Absolutely thrive in a highly collaborative role. Know how to work and contribute in cross-team initiatives and focuses.
• Strong analytical skills regarding technical issues
• Experience handling time-sensitive, pressure-intensive customer 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
• Bonus: - 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

What you have

• 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

What we offer

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About Braze

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

Equal Opportunity Employer

Braze is an equal opportunity employer. We strive to create equitable growth and opportunities inside and outside the organization.