Support Engagement Lead, Braze
+ Equity
Customer engagement platform
Be an early applicant
Customer engagement platform
1001+ employees
Be an early applicant
+ Equity
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- People say you’re a great communicator and top-tier problem solver!
- You have exemplary written and verbal communication skills with unparalleled technical skills
- You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help
- You look for every opportunity to make things better and you’re all about the team
- You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day
- You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
- 3-6 years of client-facing experience working in SaaS company with 2-3 years working in Technical Support and at least 1-2 years account management experience
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
- You absolutely thrive in a highly collaborative role. You’re a true team player, knowing how to work and contribute in 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 and write basic-level SQL queries, bonus points for experience working in Postman and Snowflake/Snowsight
- Bonus:
- 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 language
What the job involves
- The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers
- The Support Engagement Lead is a personalized and customized support experience for a designated group of named customers
- The Support Engagement Lead serves 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
- The Support Engagement Lead works 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
- 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
- Be your customers’ main point of contact and trusted advisor at Braze for all things Technical
- Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignmentWorking 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
- Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests
- Work closely and get ingrained with Braze recognized partners in the customer tech stack
- Proactively analyze your 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 to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group
- Maintain ongoing regular contact with your 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
Salary benchmarks
Our take
Braze was founded out of an opportunity to build a company in the mobile space, inspired by the success of Android. This decision was driven by the belief that technology can help build stronger and more valuable relationships between brands and customers. It is now a leading customer engagement platform that powers connections between consumers and the brands they love.
Braze does this by delivering messaging experiences through push notifications, apps, and emails, built specifically for today's always-connected customers. This replaces badly integrated tools and outdated databases, making customer relationships more personalised through cross-channel messaging, journey orchestration and AI-powered experimentation and optimisation. Through this, Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.
As a venture-backed company, its clients now include Headspace, Canva, Max, Headspace, Domino's, Peloton and Depop. These clients use Braze to launch more effective messaging campaigns with less effort in the current mobile-first world. No doubt its placement on the 2024 US News Best Technology Companies To Work For list will draw in more talent, whilst its growth to 10 new offices across North America, APAC regions and Europe indicates promising growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Oct 2018
$80m
SERIES E
Aug 2017
$50m
SERIES D
Total funding: $182.7m
Company benefits
- Flexible Vacation Policy: Take the time you need to balance your work and life in the way that suits you best
- Equal Paid Family Services: We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family
- Retirement Planning: We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment
- Equity Stake: We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too
- Learning & Development: We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement
- Remote Availability: Braze fosters an environment that harmonizes the needs of the business and the needs of its employees
- Global Presence: Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world
Company values
- Take Your Seat at the Table: Our community welcomes and respects your unique talents and perspective. Roll up your sleeves and join in - we’re building Braze together
- Don't Ignore Smoke: With constant vigilance, we help each other notice issues before smoke turns to fire. When others come to us, we celebrate the messenger and assist them however we can
- Shape the Future: We believe in the positive trajectory of change. We make investments, take calculated risks, and guide others down the path of our vision for the future
- Embrace Curiosity: We are explorers of details and new horizons. We embrace a growth mindset and pursue our curiosities to acquire new mastery and hone existing skills
- Seek the Truth: We combine intelligence with humility to challenge our assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
- Be a Human: Each of us contributes to the Braze culture through our individuality. We operate with integrity, and above all else, we are kind
Articles
Leadership
Bill Magnuson
(Co-Founder & CEO)Previously a Software Engineer at Google and Bridgewater Associates before co-founding Braze in 2011.
Jon Hyman
(Co-Founder & CTO)After graduating cum laude in Computer Science at Harvard, Jon joined Bridgewater Associates' Core Technology department and worked on the Forbes Technology Council before co-founding Braze.
Diversity, Equity & Inclusion at Braze
- Developing robust methods to track and measure representation data across different intersectionalities
- Expanding our presence at affinity events, including conferences, meet-ups and in-house gatherings
- Enhancing our manager training program to incorporate DEI-specific training within the curriculum
- Integrating DEI concepts into existing training, including new hire onboarding
- Launched a company-wide mentorship initiative, which aims to cultivate a richer employee experience and foster a sense of community throughout our workforce
- Enhancing recruiting efforts and manager training to embed inclusivity in our business processes
- Supporting 10 employee resource groups (ERGs) that represent diverse affinity groups and interests
- Organized the ERG Lead Summit, which facilitates the exchange of experiences, insights, and best practices among ERG Leaders
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