Support Engagement Lead

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

Own a premium, personalized technical support experience for a named group of customers on the Recurring Services team. Serve as the main point of technical interaction and trusted advisor, driving resolutions for platform integration, performance, and troubleshooting while partnering with Customer Success to manage technical escalations. Reduce risk and remove technical barriers to accelerate feature adoption, analyze support case trends, and help customers establish Centers of Excellence across their org.

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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 a named group of customers on the Recurring Services team. Serve as the main point of technical interaction and trusted advisor, driving resolutions for platform integration, performance, and troubleshooting while partnering with Customer Success to manage technical escalations. Reduce risk and remove technical barriers to accelerate feature adoption, analyze support case trends, and help customers establish Centers of Excellence across their org.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own and assume ultimate responsibility for named customers’ technical needs and inquiries around platform integration, performance, and troubleshooting.
  • •Serve as the main point of technical contact and trusted advisor; act as the technical advocate throughout the contract period.
  • •Lead technical escalations with Customer Success and Recurring Services to ensure excellent customer experience and internal alignment.
  • •Deliver product value by reducing risk and removing technical barriers that drive feature adoption in the Braze platform.
  • •Proactively analyze support cases for trends and risks, and work with customers to develop Centers of Excellence for knowledge sharing.

Pay and Benefits

Salary: USD 85,000 - 112,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementRsusPaid 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 plus strong follow-up skills to earn customer trust.
  • •Strong analytical skills to troubleshoot technical issues and handle time-sensitive, pressure-intensive cases.
  • •Working knowledge of case management tools (e.g., Salesforce, Zendesk) and the ability to leverage APIs plus basic SQL; Postman and Snowflake/Snowsight are a plus.
Experience:3-6 yearsSaaSCustomer supportAccount management
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer empathyCollaborationOrganizational skills
Tech Stack:SalesforceZendeskAPIsSQLPostmanSnowflakeSnowsightBrazeKibanaDatadogSwiftJavaKotlinEmail 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