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 role involves managing a designated group of named customers, serving as the primary technical support point of contact, and collaborating with the Customer Success team to ensure a seamless and effective customer experience.
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
- Ability to handle time-sensitive, pressure-intensive customer issues
- Team player with strong collaboration skills
- Passionate about solving challenging problems and making a difference
Skills
- Excellent written and verbal communication skills
- Strong problem-solving abilities
- Ability to manage multiple priorities and deadlines
- Technical expertise in API usage and SQL queries
- Knowledge of Braze platform and related technologies
Benefits
Details on benefits plans will be provided if you receive an offer of employment. Braze offers a comprehensive Total Rewards package that includes competitive compensation, retirement and employee stock purchase plans, flexible paid time off, comprehensive benefit plans, professional development opportunities, and more.
Pay
The starting salary range for this position is 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
The working hours for this role are 12pm - 8:30pm ET.