Support Engagement Lead

Braze
San Francisco
Workplace: OnsiteFull timeUSD 85,000 - 112,500 annuallyFunction: Administration & Executive AssistanceExperience: 3-6 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Teamwork","Analytical thinking","Organizational skills","Customer empathy","Follow-up"]

Own a premium, personalized technical support experience for named Braze customers within the Recurring Services team. Serve as the main point of technical contact and advocate throughout the contract period—handling platform integration, performance, troubleshooting, and technical escalations. Partner closely with Customer Success and Recurring Services to reduce risk, remove technical barriers, drive feature adoption, and deliver customer value through regular check-ins, reviews, and knowledge-sharing via Centers of Excellence.

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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 a premium, personalized technical support experience for named Braze customers within the Recurring Services team. Serve as the main point of technical contact and advocate throughout the contract period—handling platform integration, performance, troubleshooting, and technical escalations. Partner closely with Customer Success and Recurring Services to reduce risk, remove technical barriers, drive feature adoption, and deliver customer value through regular check-ins, reviews, and knowledge-sharing via Centers of Excellence.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Deliver premium, customized technical support for a designated group of named customers as their main point of technical interaction.
  • •Own technical needs and inquiries around platform integration, performance, troubleshooting, and partner implementation.
  • •Serve as a trusted technical advisor and lead technical escalations with close partnership across Customer Success and Recurring Services.
  • •Reduce risk and remove technical barriers to drive feature adoption and execution within the Braze platform.
  • •Proactively analyze customer support cases for trends and risks; help customers set up Centers of Excellence and support smooth transitions from onboarding to ongoing activity.

Pay and Benefits

Salary: USD 85,000 - 112,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsuranceRetirementEquityPaid LeaveLearning BudgetRemote Work

Key Requirements

  • •Bachelor’s degree from a 4-year college or university (or similar experience-based proficiency).
  • •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 to ensure clients feel heard and understood.
  • •Strong analytical and organizational skills, with experience handling time-sensitive, pressure-intensive customer issues and managing competing demands.
  • •Working knowledge of case management tools like Salesforce or Zendesk; technical ability with APIs and basic-level SQL (bonus for Postman and Snowflake/Snowsight).
Experience:3-6 yearsSaaSCustomer supportAccount management
Education:Bachelor's
Skills:CommunicationProblem-solvingTeamworkAnalytical thinkingOrganizational skillsCustomer empathyFollow-up
Languages:English
Tech Stack:SalesforceZendeskAPIsSQLPostmanSnowflakeSnowsightKibanaDatadogSwiftJavaKotlinEmail architectureHTMLCSSJavascriptRuby

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