Support Engagement Lead

Braze
São Paulo
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Teamwork","Analytical skills","Organizational skills"]

Own a premium, personalized support experience for a named group of customers as their technical advocate throughout the contract period. Take responsibility for technical needs spanning integration, performance, and troubleshooting, while partnering closely with Customer Success and Recurring Services on escalations, risk reduction, and feature adoption. Drive customer advocacy, analyze support trends, build Centers of Excellence for knowledge sharing, and help transition clients from onboarding to ongoing engagement.

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FursaFursa
Braze
Braze
1 day ago

Support Engagement Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own a premium, personalized support experience for a named group of customers as their technical advocate throughout the contract period. Take responsibility for technical needs spanning integration, performance, and troubleshooting, while partnering closely with Customer Success and Recurring Services on escalations, risk reduction, and feature adoption. Drive customer advocacy, analyze support trends, build Centers of Excellence for knowledge sharing, and help transition clients from onboarding to ongoing engagement.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Deliver a personalized, customized support experience for a designated group of named customers.
  • •Serve as the main point of technical support interaction and trusted technical advisor for customers throughout the contract period.
  • •Own customer technical needs and inquiries related to platform integration, performance, troubleshooting, and partner implementation.
  • •Lead technical escalations and work with Customer Success and Recurring Services to ensure excellent customer experience and internal alignment.
  • •Drive advocacy and product enhancement requests by analyzing support case trends and helping customers build Centers of Excellence for knowledge sharing.

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid LeaveRetirementLearning BudgetParental Leave

Key Requirements

  • •Bachelor’s degree (or similar experience-based proficiency).
  • •3+ years client-facing experience in a SaaS company, including 2+ years in Technical Support and at least 1 year in account management.
  • •Exemplary written and verbal communication skills with strong follow-up to ensure customers feel heard and supported.
  • •Strong analytical and organizational skills to manage technical issues and competing customer demands.
  • •Experience with case management tools such as Salesforce or Zendesk (or similar ticketing systems).
Experience:3+ yearsSaaSClient-facing
Education:Bachelor's
Skills:CommunicationProblem-solvingTeamworkAnalytical skillsOrganizational skills
Tech Stack:SalesforceZendeskCase managementAPIsSQLPostmanSnowflakeSnowsightKibanaDatadogHTMLCSSJavaScriptRubyJavaSwiftKotlinEmail 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