Support Engagement Lead

The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. In this position, you'll:

• Work as a personalized and customized support experience for a designated group of named customers

• Serve 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

• Work very closely with our Success team for the named group of accounts; helping to manage the technical relationship, while the CSM focuses on the strategic relationship and product adoption

Main 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

• Working with Customer Success and Recurring Services teams, 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.

People say you're a great communicator and top-tier problem solver! You have exemplary written and verbal communication skills with unparalleled technical skills. You leave people with the impression that you are really listening to them, understand their problem, and you're there to help. You look for every opportunity to make things better and you're all about the team. You get a thrill from helping customers and you know that even though the job isn't easy, you're making a difference each and every day. You're naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too.

Skills:

• Bachelor's Degree from a 4-year college or university (or similar experience-based proficiency level)

• Proven experience of client-facing role(s) working in SaaS company, working in Technical Support and Account Management

• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems

• You absolutely thrive in a highly collaborative role. You're a true team player, knowing 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

#LI-Hybrid

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here . More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• 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®

At Braze, we're committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most - the person behind each application - we use AI-assisted tools at certain stages of our recruitment process.

This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.

Depending on where you are located, you may have certain rights available to you in relation to Braze's use of AI:

• To opt out of AI-assisted review of your application, please click the "Learn More" at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.

• To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a