Support Engagement Lead

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

Clients have the impression that you listen and understand their problems.

Experience handling time-sensitive, pressure-intensive customer issues

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

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 Support Engagement Lead is a personalized and customized support experience for a designated group of named customers.

The Support Engagement Lead serves 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.

The Support Engagement Lead works 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.

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.