Support Engagement Lead

Responsibilities

• Own and assume ultimate responsibility over named customer technical needs, platform integration, and troubleshooting
• Serve as the main point of technical contact and trusted advisor for designated customers
• Partner with Customer Success and Recurring Services teams to lead technical escalations
• Drive customer advocacy by championing technical needs and product enhancement requests
• Proactively analyze support cases to identify trends and risks
• Maintain regular contact via support cases, check-ins, and Technical Business Reviews
• Work with Onboarding Managers to transition clients to ongoing activity

Requirements

• Bachelor’s Degree or equivalent experience
• 3-6 years of client-facing experience in a SaaS company
• 2-3 years in Technical Support and 1-2 years in account management
• Strong analytical skills regarding technical issues
• Experience handling time-sensitive, pressure-intensive customer issues
• Proficiency with Case Management tools like Salesforce or Zendesk
• Technical knowledge of APIs and basic SQL queries
• Ability to work hours of 12pm - 8:30pm ET

Preferred Qualifications

• Experience using the Braze platform
• Knowledge of Mobile Development (Swift, Java, Kotlin)
• Experience with Kibana, Snowflake, Datadog, or Email architecture
• Experience with HTML, CSS, Javascript, Ruby, or Java
• Experience with Postman or Snowflake/Snowsight

About the Company

Braze is the leading customer engagement platform that empowers brands to deliver great customer experiences through composable intelligence and AI-powered decisioning.