customer support
Posted 1 weeks agoSupport Engagement Lead
at Braze
Chicago, United StatesHybrid
Responsibilities
- Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation.
- Drive customer advocacy by championing for the customer’s technical needs and product enhancement requestsWork closely and get ingrained with Braze recognized partners in the customer tech stack.
- Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews.
Requirements
- experience for a designated group of named customers.
- Working with Customer Success and Recurring Services teams, deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform.
- experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group.
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
- experience working in SaaS company with 2-3 years working in Technical Support and at least 1-2 years account management experience
- You absolutely thrive in a highly collaborative role. You’re a true team player, knowing how to work and contribute in cross-team initiatives and focuses.
- Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
- Technical knowledge on how to leverage APIs and write basic-level SQL queries, bonus points for
- Experience using the Braze platform
- Technical domain knowledge of one or more of the following: Mobile Development (Swift, Java, Kotlin), Kibana, Snowflake, Datadog, Email architecture and deliverability •
- Experience with HTML, CSS, Javascript, Ruby, Java, or other programming language
- Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
- Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
- OUR AI-POWERED BRAZE RECRUITMENT PROCESS
- To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process.
- This includes using AI to analyze the experience, skills and
- We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes.
- Depending on where you are located, you may have the right to request further information about how AI is used in our recruitment process, to opt out of AI-assisted review, to request a manual review of any decision made or to contest a decision.
Experience
- 3-6 years of client-facing
Benefits
- We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
- The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service
- experience working in Postman and Snowflake/Snowsight Bonus: •
- For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $85,000 and $112,500/year, with an expected On Target Earnings (OTE) between $95,000 and $125,000/year (including bonus or commission).
- In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company. WHAT WE OFFER Braze
- Competitive compensation that may include equity
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
Additional details
- At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
- To flourish here, you must be prepared to set a high bar for yourself and those around you.
- There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
- Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
- If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.
- If Braze sounds like a place where you can thrive, we can’t wait to meet you.
- experience to customers. The Support Engagement Lead is a personalized and customized support
- The Support Engagement Lead serves as the “main point of technical support interaction” for a customer and will act as the “technical advocate” for the customer during the entire contract period.
- The Support Engagement Lead works very closely with our Success team for the named group of accounts; helping to manage the technical relationship, while the CSM focuses on the strategic relationship and product adoption.
- Be your customers’ main point of contact and trusted advisor at Braze for all things Technical.