Support Engagement Lead

Braze
Denver
Workplace: OnsiteFull timeUSD 85,000 - 112,500 annuallyFunction: Administration & Executive AssistanceExperience: 3-6 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Accountability","Teamwork","Analytical skills"]

Own the end-to-end technical support experience for a named group of customers in the Recurring Services team. Serve as the customer’s main technical point of contact and advocate, handling platform integration, performance, and troubleshooting while partnering closely with Customer Success for adoption and risk reduction. Lead technical escalations, analyze support case trends, and help customers build Centers of Excellence through regular check-ins and technical business reviews.

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FursaFursa
Braze
Braze
2 months ago

Support Engagement Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own the end-to-end technical support experience for a named group of customers in the Recurring Services team. Serve as the customer’s main technical point of contact and advocate, handling platform integration, performance, and troubleshooting while partnering closely with Customer Success for adoption and risk reduction. Lead technical escalations, analyze support case trends, and help customers build Centers of Excellence through regular check-ins and technical business reviews.
Location: Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own ultimate responsibility for named customers’ technical needs and inquiries across platform integration, performance, troubleshooting, and partner implementation.
  • •Act as the main point of contact and trusted technical advisor throughout the contract period, working closely with Success for the same accounts.
  • •Lead technical escalations and inquiries with Customer Success and Recurring Services to ensure excellent customer experience and internal alignment.
  • •Reduce risk and remove technical barriers to deliver product value and support feature adoption within the Braze platform.
  • •Drive customer advocacy by championing technical needs and product enhancement requests, including analyzing support case trends and risks.

Pay and Benefits

Salary: USD 85,000 - 112,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid LeaveEquityLearning BudgetParental Leave

Key Requirements

  • •Bachelor’s degree (or similar experience) from a 4-year college or university.
  • •3-6 years of client-facing experience in a SaaS company, including 2-3 years in Technical Support and 1-2 years in account management.
  • •Exemplary written and verbal communication skills with strong follow-up.
  • •Experience handling time-sensitive, pressure-intensive customer issues and managing competing demands.
  • •Working knowledge of case management tools (e.g., Salesforce, Zendesk) and basic technical skills to use APIs and write SQL queries.
Experience:3-6 yearsSaaSCustomer supportAccount management
Education:Bachelor's
Skills:CommunicationProblem-solvingAccountabilityTeamworkAnalytical skills
Languages:English
Tech Stack:SalesforceZendeskAPIsSQLPostmanSnowflakeSnowsightKibanaDatadogHTMLCSSJavaScriptRubySwiftJavaKotlinBraze platformEmail architectureEmail deliverability

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn