Description
At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.
As a Technical Support Specialist, you'll be a vital member of our Global Customer Support organization, serving as a trusted product expert, primary point of contact for inbound questions, and owner of complex technical cases.
Responsibilities:
- Customer Inquiry Ownership: Own customer inquiries end-to-end, providing timely, insightful, and technically sound resolutions.
- Product Expertise: Become a trusted product expert, mastering the Braze dashboard, integrations, troubleshooting steps, and operational best practices.
- Product Adoption & Value: Drive increased platform adoption by enabling customers to effectively utilize Braze features to achieve their desired business outcomes.
- Cross-Functional Alignment: Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences and resolve technical escalations.
- Process Improvement & Enablement: Proactively identify opportunities to enhance customer satisfaction while actively documenting and sharing knowledge to elevate teammates and customers.
Requirements:
- Technical Support Experience: Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments.
- Education & Foundation: Bachelor’s degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.
- Technical Skills & Tools: Hands-on experience with HTML, CSS, APIs, and/or SQL. Familiarity with case management tools (e.g., Salesforce, Zendesk) is required.
- Bonus Technical Tools: Experience with tools such as Postman, Snowflake, Datadog, and/or Kibana is a plus.
- Domain Knowledge: Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
- Communication & Soft Skills: Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts clearly for diverse technical and non-technical audiences.
- Problem-Solving & Resilience: Analytical, curious, and resourceful troubleshooter skilled at managing and prioritizing a high volume of time-sensitive inquiries under pressure.
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