Description
At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.
As a Support Engagement Lead, you will be a member of the Recurring Services team and will deliver a premium support service experience to customers.
Main Responsibilities:
- Work as a personalized and customized support experience for a designated group of named customers
- Serve as the main point of technical support interaction for a customer and act as the technical advocate during the entire contract period
- Partner with Customer Success and Recurring Services teams to ensure excellent customer experience and internal alignment
- Analyze customer support cases to identify trends and risks with their Braze product experience
- Develop Centers of Excellence with customers to benefit from knowledge sharing across their group
- Maintain ongoing regular contact with customers via support cases, regular check-ins, and Technical Business Reviews
Requirements:
- Bachelor's Degree from a 4-year college or university (or similar experience-based proficiency level)
- Proven experience in a client-facing role working in SaaS company, Technical Support, and Account Management
- Exemplary written and verbal communication skills
- Strong analytical skills regarding technical issues
- Experience handling time-sensitive, pressure-intensive customer issues
- Working knowledge of Case Management tools like Salesforce, Zendesk, or similar ticketing systems
- Technical knowledge on how to leverage APIs and write basic-level SQL queries
Nice to Have:
- 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 languages