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Dedicated Technical Support Analyst

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Braze

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Location:
Brazil , São Paulo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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
  • 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

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
  • 2-3 years working in Technical Support
  • 1-2 years account management experience
  • Exemplary written and verbal communication skills
  • Unparalleled follow up skills
  • Ability to thrive in a highly collaborative role
  • 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

Nice to have:

  • 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
  • Experience working in Postman and Snowflake/Snowsight
What we offer:
  • 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

Additional Information:

Job Posted:
December 28, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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