Support Engagement Lead

📋 Description

• Own and lead named customer’s technical needs across integration and troubleshooting.
• Be main technical point of contact and trusted Braze advisor.
• Lead escalations with CS and Recurring Services for excellent CX.
• Reduce risk and remove barriers to drive feature adoption.
• Build customer advocacy and partner with Braze in the tech stack.
• Analyze support cases to identify trends and risks.

🎯 Requirements

• Bachelor's degree from a 4-year college or university.
• 3-6 years client-facing SaaS with 2-3 years in Technical Support and 1-2 years account management.
• Excellent written and verbal communication with strong follow-up.
• Thrive in a highly collaborative role and cross-team initiatives.
• Strong analytical skills on technical issues.
• Experience with Salesforce, Zendesk or similar ticketing system.

🎁 Benefits

• Competitive compensation, may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Medical, dental, vision, life, and disability coverage.
• Fertility benefits and equal paid parental leave.
• Professional development with a yearly learning stipend.