Support Engagement Lead
Core
Deliver a premium, personalized technical support experience for a designated group of named enterprise customers, acting as their primary technical advocate and point of contact.
Role type
Senior Technical Account Manager / Support Engagement Lead
Builds
Technical support, platform integration, troubleshooting, and customer advocacy for the Braze Customer Engagement Platform
Domain
SaaS / Customer Engagement / Marketing Technology
Deliverable
client delivery
Required skills
Technical problem solving, API integration knowledge, SQL query writing, case management, cross-functional collaboration, trend analysis, technical advocacy
Preferred skills
Mobile development (Swift, Java, Kotlin), Data tools (Kibana, Snowflake, Datadog), Web technologies (HTML, CSS, JS, Ruby), Postman
Technologies
Braze platform, Salesforce, Zendesk, Postman, Snowflake, Snowsight, Swift, Java, Kotlin, Kibana, Datadog, HTML, CSS, Javascript, Ruby
Responsibilities
Own ultimate responsibility for named customers' technical needs, inquiries, and platform integration; Act as the main point of contact and trusted advisor for all technical matters; Partner with Customer Success to manage technical relationships and drive feature adoption; Lead technical escalations and inquiries to ensure excellent customer experience; Proactively analyze support cases to identify trends and risks; Help customers develop Centers of Excellence for knowledge sharing; Maintain regular contact via check-ins, events, and Technical Business Reviews; Facilitate seamless transition from onboarding to ongoing activity.
Seniority
Senior, hands-on IC