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About the Role

The Support Engagement Lead delivers premium, personalized technical support to designated customers, serving 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 ensure product adoption.

Responsibilities

• Own and assume ultimate responsibility for named customer's technical needs and inquiries around platform integration, performance, troubleshooting, and partner implementation.
• Serve as the main point of contact and trusted technical 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 and integrate with Braze recognized partners in the customer tech stack.
• Proactively analyze customer's existing support cases to identify trends and risks with their Braze product experience.
• Work with customers to create a seamless experience by helping them develop Centers of Excellence for knowledge sharing.
• Maintain ongoing regular contact with customers via support cases, regular check-ins, kick-offs, events, and Technical Business Reviews.
• Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.

Requirements

• Bachelor’s Degree from a 4-year college or university or similar experience-based proficiency level
• 3-6 years of client-facing experience in a SaaS company
• 2-3 years of Technical Support experience
• 1-2 years of account management experience
• Exemplary written and verbal communication skills
• Unparalleled follow-up skills
• Ability to listen and understand client problems
• Thrive in a highly collaborative role
• Team player, contributing to cross-team initiatives and focuses
• Strong analytical skills regarding technical issues
• Experience handling time-sensitive, pressure-intensive customer issues
• Strong organizational skills with an ability to manage competing client demands
• Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
• Technical knowledge on how to leverage APIs
• Ability to write basic-level SQL queries

Skills

• Written communication
• Verbal communication
• Technical problem-solving
• Analytical skills
• Organizational skills
• Case Management tools
• Salesforce
• Zendesk
• APIs
• SQL queries
• Postman
• Snowflake/Snowsight
• Braze platform
• Mobile Development (Swift)
• Mobile Development (Java)
• Mobile Development (Kotlin)
• Kibana
• Datadog
• Email architecture
• Email deliverability
• HTML
• CSS
• Javascript
• Ruby
• Java
• Programming languages

Location

• United States
• Remote

Work Type

• Full-time
• Hybrid

Experience Level

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

Education Level

• Bachelor's Degree
• Equivalent experience

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 and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®
• Hybrid ways of working

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, from cross-channel messaging and journey orchestration to AI-powered decisioning and optimization.
• The company has been 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

• At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
• We are committed to offering all candidates a fair, accessible, and inclusive experience.
• We do not discriminate based on age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
• We encourage candidates to apply even if they do not meet 100% of the criteria.