Support Engagement Lead

Braze
New York
Workplace: OnsiteFull timeUSD 85,000 - 112,500 annuallyFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Communication","Problem-solving","Customer listening","Analytical skills","Organizational skills"]

Own a premium, personalized support experience for named customers in the Recurring Services team. Serve as the main point of technical contact and advocate throughout the contract period, guiding platform integration, performance, and troubleshooting. Partner closely with Customer Success and Recurring Services to handle technical escalations, reduce risk and technical barriers to feature adoption, and drive customer advocacy via insights and product enhancement requests.

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FursaFursa
Braze
Braze
2 months ago

Support Engagement Lead

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own a premium, personalized support experience for named customers in the Recurring Services team. Serve as the main point of technical contact and advocate throughout the contract period, guiding platform integration, performance, and troubleshooting. Partner closely with Customer Success and Recurring Services to handle technical escalations, reduce risk and technical barriers to feature adoption, and drive customer advocacy via insights and product enhancement requests.
Location: New York
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, including platform integration, performance, and troubleshooting.
  • •Act as the trusted technical advisor and main point of contact for all technical matters throughout the contract period.
  • •Partner with Customer Success and Recurring Services to lead technical escalations and ensure excellent customer experience and internal alignment.
  • •Drive product value by reducing risk and removing technical barriers that support feature adoption and execution in the Braze platform.
  • •Proactively analyze customer support cases to identify trends and risks, and help customers develop Centers of Excellence for knowledge sharing.

Pay and Benefits

Salary: USD 85,000 - 112,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLifeDisabilityRetirementPaid LeaveLearning BudgetEquity GrantsEquity

Key Requirements

  • •Bachelor’s degree (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 with strong follow-up and customer listening.
  • •Strong analytical, organizational, and ability to handle time-sensitive, pressure-intensive customer issues.
  • •Working knowledge of case management tools like Salesforce or Zendesk; ability to leverage APIs and write basic SQL queries (bonus: Postman and Snowflake/Snowsight).
Experience:SaaS
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer listeningAnalytical skillsOrganizational skills
Tech Stack:SalesforceZendeskAPIsSQLPostmanSnowflakeSnowsightKibanaDatadogSwiftJavaKotlinEmail architectureHTMLCSSJavaScriptRubyBraze

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