Support Engagement Lead

📋 Description

• Own and address named customer’s technical needs on Braze.
• Be the main technical contact and trusted advisor for customers.
• Partner with Customer Success and Recurring Services to lead escalations.
• Deliver value by reducing risk and enabling feature adoption.
• Champion customer advocacy for technical needs and product requests.
• Proactively analyze support cases to identify trends and risks.

🎯 Requirements

• Bachelor's degree from a 4-year college or university.
• 3-6 yrs client-facing SaaS; 2-3 yrs tech support; 1-2 yrs account mgmt.
• Exemplary written and verbal communication with strong follow-up.
• Thrives in collaborative, cross-team environments; team player.
• Strong analytical skills for technical issues.
• Case management tools (Salesforce, Zendesk); APIs and basic SQL.

🎁 Benefits

• Competitive compensation; may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive medical, dental, vision and life coverage.
• Family benefits and paid parental leave.
• Professional development and yearly learning stipend.