Support Engagement Lead

📋 Description

• Own named customer’s technical needs on platform integration, performance, and troubleshooting.
• Be the main technical contact and trusted Braze advisor for customers.
• Lead technical escalations with CS and Recurring Services for excellent CX.
• Deliver product value by reducing risk and removing barriers to adoption.
• Drive customer advocacy for technical needs and product requests with partners.
• Proactively analyze support cases to identify trends and risks in Braze product.

🎯 Requirements

• Bachelor’s Degree or equivalent experience.
• 3-6 years client-facing SaaS; 2-3 years in tech support; 1-2 years account mgmt.
• Excellent written and verbal communication with strong follow-up.
• Thrives in collaborative, cross-team environments.
• Experience with Salesforce, Zendesk, or similar case management tools.
• API knowledge and basic SQL; bonus for Postman and Snowflake.

🎁 Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive medical, dental, vision, life, and disability
• Family services including fertility benefits and equal paid parental leave
• Professional development via career pathing, learning platforms, yearly stipend