Technical Support Lead

September 27

Apply Now

Receive Emails with Similar Jobs

Braze

WebsiteLinkedInAll Job Openings

Braze (Nasdaq: BRZE) is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies. Braze has been recognized as one of Fortune’s 2022 Best Workplaces in New York, Fortune’s 2022 Best Workplace for Millennials, and UK Best Workplaces for Women 2022 by Great Place to Work. The company is headquartered in New York with offices in Austin, Berlin, Chicago, London, San Francisco, Singapore, and Tokyo. Learn more at braze.com.

1001 - 5000 employees

💰 $80M Series E on 2018-10

📋 Description

• 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 alignment • 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 and work closely 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 • Help customers develop Centers of Excellence to enable 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

🎯 Requirements

• 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 • Exemplary written and verbal communication skills coupled with unparalleled follow up skills • Thrive in a highly collaborative role; true team player • 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 • Bonus: Technical domain knowledge of one or more of the following: Mobile Development (Swift, Java, Kotlin), Kibana, Snowflake, Datadog, Email architecture and deliverability • Bonus: Experience with HTML, CSS, Javascript, Ruby, Java, or other programming language

🏖️ 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®