Support Engagement Lead - Remote

Overview

The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. This role serves as the main point of technical support interaction for a designated group of named customers, acting as their technical advocate throughout the contract period.

In Short

• Own and manage technical needs and inquiries for named customers.
• Serve as the main point of contact for technical support.
• Collaborate with Customer Success and Recurring Services teams.
• Drive customer advocacy and manage technical escalations.
• Analyze support cases to identify trends and risks.
• Help customers develop Centers of Excellence for knowledge sharing.
• Maintain regular contact with customers through various channels.
• Facilitate seamless transitions from onboarding to ongoing support.

Requirements

• Bachelor’s Degree or equivalent experience.
• 3-6 years of client-facing experience in a SaaS company.
• Strong written and verbal communication skills.
• Experience in a collaborative role and cross-team initiatives.
• Strong analytical skills for technical issues.
• Experience with time-sensitive customer issues.
• Familiarity with Case Management tools like Salesforce or Zendesk.
• Technical knowledge of APIs and basic SQL queries.
• Bonus: Experience with the Braze platform and programming languages.

Benefits

• Competitive compensation including equity options.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive medical, dental, and vision plans.
• Family services including fertility benefits and parental leave.
• Professional development opportunities.
• Community engagement initiatives.
• Supportive Employee Resource Groups.
• A collaborative and fun workplace culture.