Support Engagement Lead

United States Digital Space LLC; Chicago (IL); Hybrid; USD 85,000 - 113,000; Full time

Benefits offered by this job

Equity opportunities

Retirement plans

Flexible PTO

Medical/dental/vision plans

Parental leave

Professional development stipend

In-office community experiences

Volunteer Week & donation matching

Employee resource groups

Great Place to Work recognition

Job summary

the company is seeking a Support Engagement Lead to deliver a premium support experience for a designated group of named customers. You will be the main technical contact and advocate, working closely with Success and Recurring Services to manage relationships and drive product value.

You will coordinate with onboarding, TAM, and CS partners to ensure smooth transitions from onboarding to ongoing activity while handling technical escalations and driving feature adoption.

Qualifications

• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level).
• 3-6 years of client-facing SaaS experience with 2-3 years in Technical Support and 1-2 years in account management.
• Excellent written and verbal communication with strong follow up.
• Thrives in a highly collaborative, cross-team environment.
• Strong analytical skills for technical issues.
• Experience handling time-sensitive, high-pressure customer issues.
• Excellent organizational skills and ability to manage competing demands.
• Experience with Salesforce or Zendesk (case management).
• APIs knowledge and basic SQL; bonus for Postman and Snowflake.
• Experience with the company platform.
• Domain knowledge in Mobile Dev, Kibana, Snowflake, Datadog, Email architecture.
• Experience with HTML, CSS, Java, or JavaScript.

Responsibilities

• Own and assume ultimate responsibility over named customer’s technical needs and inquiries around platform integration and troubleshooting.
• Be your customers’ main point of contact and trusted advisor for all things Technical.
• Partner with Customer Success and Recurring Services to lead escalations.
• Deliver product value by enabling feature adoption and reducing technical risk.
• Drive customer advocacy for technical needs and product enhancement requests.
• Collaborate with partners in the customer’s tech stack.
• Analyze support cases to identify trends and risks in the product experience.
• Help customers create Centers of Excellence for knowledge sharing.
• Maintain ongoing contact via support cases, check-ins, and Technical Business Reviews.
• Coordinate with Onboarding Managers and TAM to transition clients smoothly from onboarding to ongoing activity.

Skills

Client-facing

SaaS experience

APIs knowledge

SQL queries

Postman experience

Snowflake Snowsight

HTML/CSS/JS

Cross-team collaboration

Time management

Education

Bachelor’s Degree

Tools

Salesforce

Zendesk

Postman

Snowflake

Job description

At the company, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

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.

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.

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.

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 the company sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU’LL DO

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 the company 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.
• 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 the company platform.
• Drive customer advocacy by championing for the customer’s technical needs and product enhancement requestsWork closely and get ingrained with the company recognized partners in the customer tech stack.
• Proactively analyze your customer’s existing support cases to identify trends and risks with their the company 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.

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.

WHAT YOU HAVE

• 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 the company 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

Please note the working hours are 11am - 7:30pm CT.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $85,000 and $112,500/year, with an expected On Target Earnings (OTE) between $95,000 and $125,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

WHAT WE OFFER

the company benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. the company offers benefits such as:

• 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 the company
• Collaborative, transparent, and fun culture recognized as a Great Place to Work

ABOUT the company

the company is the leading customer engagement platform that empowers bran