Support Engagement Lead

Braze
Austin
Workplace: OnsiteFull timeUSD 85,000 - 112,500 annuallyFunction: Administration & Executive AssistanceExperience: 3-6 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer focus","Collaboration","Organizational skills"]

Own a premium, personalized technical support experience for named customer accounts within the Recurring Services team. Serve as the main technical point of contact and advocate, handling integrations, performance, troubleshooting, and technical escalations. Partner closely with Customer Success to reduce risk, remove technical barriers to drive product value, and plan smooth transitions from onboarding to ongoing usage. Proactively analyze support trends and collaborate with customers and technical partners to improve outcomes.

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FursaFursa
Braze
Braze
2 months ago

Support Engagement Lead

✓ Verified Job

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

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

Job Summary

Own a premium, personalized technical support experience for named customer accounts within the Recurring Services team. Serve as the main technical point of contact and advocate, handling integrations, performance, troubleshooting, and technical escalations. Partner closely with Customer Success to reduce risk, remove technical barriers to drive product value, and plan smooth transitions from onboarding to ongoing usage. Proactively analyze support trends and collaborate with customers and technical partners to improve outcomes.
Location: Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Deliver a customized technical support experience for named customer accounts as the main point of technical support interaction.
  • •Assume responsibility for customer technical needs and inquiries around platform integration, performance, troubleshooting, and partner implementation.
  • •Lead technical escalations and inquiries in partnership with Customer Success and Recurring Services teams to ensure excellent customer experience and alignment.
  • •Drive customer value by reducing risk and removing technical barriers to improve 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:EquityRsusHealth InsuranceDentalVision

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.
  • •1-2 years of account management experience.
  • •Exemplary written and verbal communication skills with strong follow-up and client listening.
  • •Working knowledge of case management tools like Salesforce or Zendesk; technical comfort with APIs and basic SQL (bonus for Postman and Snowflake/Snowsight).
Experience:3-6 yearsSaaS
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer focusCollaborationOrganizational skills
Languages:English
Tech Stack:SalesforceZendeskAPIsSQLPostmanSnowflakeSnowsightSwiftJavaKotlinKibanaDatadogEmail architectureDeliverabilityHTMLCSSJavaScriptRubyBraze

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