Support Engagement Lead

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 requestsWork 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.

Requirements

• WHAT YOU HAVE
• 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
• 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

Benefits

Additional Information

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Braze? Share your experience