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Braze is seeking a Support Engagement Lead to join the Recurring Services team and deliver premium technical support to enterprise customers. In this role, you will serve as the primary technical point of contact and trusted advisor for a designated group of named accounts, owning responsibility for their technical needs around platform integration, performance, troubleshooting, and partner implementation.
Key responsibilities include:
- Act as the main technical advocate and point of contact for assigned customers throughout their contract period
- Partner closely with Customer Success and Recurring Services teams to manage technical relationships and drive product adoption
- Lead technical escalations and inquiries to ensure excellent customer experience and internal alignment
- Proactively analyze customer support cases to identify trends and risks with their Braze product experience
- Drive customer advocacy by championing technical needs and product enhancement requests
- Work with customers to develop Centers of Excellence for knowledge sharing across their organization
- Maintain ongoing regular contact through support cases, check-ins, kick-offs, events, and Technical Business Reviews
- Collaborate with Onboarding Managers, Technical Account Management, and Customer Success Partners to transition clients from onboarding to ongoing support
- Partner with recognized partners in the customer tech stack to ensure seamless integration
You are an exceptional communicator and problem solver with strong technical acumen. You have 3+ years of client-facing SaaS experience, including 2+ years in technical support and at least 1 year in account management. You possess exemplary written and verbal communication skills, thrive in collaborative environments, and excel at managing time-sensitive, pressure-intensive customer issues. You have working knowledge of case management tools (Salesforce, Zendesk, or similar), understand APIs, can write basic SQL queries, and ideally have experience with Postman and Snowflake. A Bachelor's degree is required. Experience with the Braze platform or technical domain knowledge in mobile development or data tools is a plus.
