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 expe