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About the Role

The Support Engagement Lead delivers premium, personalized technical support to designated customers, acting as their main technical point of contact and advocate throughout the contract period. This role collaborates closely with the Success team to manage technical relationships and drive product adoption.

Responsibilities

• Assume ultimate responsibility for named customer's technical needs and inquiries regarding platform integration, performance, troubleshooting, and partner implementation.
• Serve as the main technical point of contact and trusted advisor for customers at Braze.
• Partner with Customer Success and Recurring Services teams, leading technical escalations and inquiries to ensure excellent customer experience and internal alignment.
• Collaborate with Customer Success and Recurring Services teams to deliver product value by reducing risk and removing technical barriers, fostering feature adoption and high execution within the Braze platform.
• Drive customer advocacy by championing technical needs and product enhancement requests.
• Work closely with Braze recognized partners within the customer tech stack.
• Proactively analyze customer support cases to identify trends and risks in their Braze product experience.
• Assist customers in developing Centers of Excellence for knowledge sharing.
• Maintain ongoing regular contact with customers via support cases, check-ins, kick-offs, events, and Technical Business Reviews.
• Collaborate with Onboarding Managers, Technical Account Management, and Customer Success Partners for seamless client transitions from onboarding to ongoing activity.

Requirements

• Exemplary written and verbal communication skills with unparalleled follow-up skills.
• Top-tier problem solver.
• Unparalleled technical skills.
• Ability to listen, understand client problems, and provide assistance.
• Proactive in identifying opportunities for improvement.
• Team-oriented, thriving in highly collaborative cross-team initiatives.
• Driven to help customers and make a daily impact.
• Naturally curious, viewing problems as learning opportunities.
• 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.
• 2-3 years working in Technical Support.
• 1-2 years account management experience.
• Strong analytical skills for technical issues.
• Experience handling time-sensitive, pressure-intensive customer issues.
• Strong organizational skills with the ability to manage competing client demands.

Skills

• Working knowledge of Case Management tools (e.g., Salesforce, Zendesk).
• Technical knowledge to leverage APIs.
• Ability to write basic-level SQL queries.
• Experience with Postman.
• Experience with Snowflake/Snowsight.
• Experience using the Braze platform.
• Technical domain knowledge in Mobile Development (Swift, Java, Kotlin).
• Technical domain knowledge in Kibana.
• Technical domain knowledge in Snowflake.
• Technical domain knowledge in Datadog.
• Technical domain knowledge in Email architecture and deliverability.
• Experience with HTML.
• Experience with CSS.
• Experience with Javascript.
• Experience with Ruby.
• Experience with Java.
• Experience with other programming languages.

Location

• United States
• Pacific Time Zone (PT)

Work Type

• Full-time
• Hybrid

Experience Level

• 3-6 years of client-facing experience in SaaS
• 2-3 years in Technical Support
• 1-2 years account management experience

Education Level

• Bachelor’s Degree from a 4-year college or university
• Similar experience-based proficiency level

Salary/Compensations

• Expected pay range: $85,000 - $112,500/year
• Expected On Target Earnings (OTE): $95,000 - $125,000/year (including bonus or commission)

Benefits

• Competitive compensation that may include equity
• Retirement plans
• Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive medical benefit plans
• Comprehensive dental benefit plans
• Comprehensive vision benefit plans
• Comprehensive life benefit plans
• Comprehensive disability benefit plans
• Family services that include fertility benefits
• Equal paid parental leave
• Professional development supported by formal career pathing
• Professional development supported by learning platforms
• Yearly learning stipend
• Curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community
• Annual company-wide Volunteer Week
• Donation matching
• Employee Resource Groups
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About the Company

• Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™.
• Braze helps brands deliver great customer experiences that drive value for consumers and businesses.
• 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 enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
• Consistently recognized as a Leader in marketing technology by industry analysts.
• Named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
• Named a 2026 Best Places to Work by Built In.
• Named a 2025 America’s Greenest Companies by Newsweek.
• Named a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
• Proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
• Headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

Equal Opportunity

• Braze strives to create equitable growth and opportunities inside and outside the organization.
• Committed to offering all candidates a fair, accessible, and inclusive experience.
• Does not discriminate regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
• Encourages applications from candidates who may not meet 100% of the criteria.