Tech Stack

Description

As a Support Engagement Lead at Braze, you will serve as the main technical point of contact for named customers, providing personalized support and acting as their technical advocate. You'll collaborate with Customer Success teams to ensure excellent customer experience, proactively analyze support cases to identify trends and risks, and help customers develop Centers of Excellence.

Requirements

• Bachelor's Degree or equivalent experience
• 3-6 years client-facing experience in SaaS, with 2-3 years in Technical Support and 1-2 years account management
• Exemplary written and verbal communication skills
• Strong analytical skills for technical issues and ability to manage multiple client demands
• Working knowledge of Case Management tools (Salesforce, Zendesk) and APIs, basic SQL

Responsibilities

• Own technical needs and inquiries for named customers, including integration, performance, and troubleshooting
• Serve as main point of contact and trusted technical advisor for customers
• Partner with Customer Success and Recurring Services teams on escalations and technical inquiries
• Drive feature adoption by reducing technical barriers and risks
• Conduct proactive analysis of support cases to identify trends and risks