Support Engagement Lead

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. Company Level: 4 WHAT YOU’LL DO 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. WHO YOU ARE 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 WHAT WE OFFER 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 deve