Support Engagement Lead

<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.</p> <p>To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.</p> <p>Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.</p> <p>If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.</p></div><p><strong>Company Level: 4</strong></p> <p><strong>WHAT YOU’LL DO </strong></p> <p>The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. In this position, you'll:</p> <ul> <li>Work as a personalized and customized support experience for a designated group of named customers</li> <li>Serve as the “main point of technical support interaction” for a customer and will act as the “technical advocate” for the customer during the entire contract period</li> <li>Work very closely with our Success team for the named group of accounts; helping to manage the technical relationship, while the CSM focuses on the strategic relationship and product adoption</li> </ul> <p>Main responsibilities:</p> <ul> <li>Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation</li> <li>Be your customers’ main point of contact and trusted advisor at Braze for all things Technical</li> <li>Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment</li> <li>Working with Customer Success and Recurring Services teams, deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform</li> <li>Drive customer advocacy by championing for the customer’s technical needs a