# Senior Technical Support Specialist

**Company**: Braze
**Location**: Tokyo
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8045092?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a46f5ecd-100

## Description

At Braze, we're a customer engagement platform that helps brands deliver great customer experiences.

As a Senior Technical Support Specialist, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers.

Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform.

You will work in coordination with your Global Technical Support Leadership and teammates to ensure our customers are able to quickly and successfully overcome any technical issues they may face when using our platform.

You'll also regularly contribute to our knowledge database, helping to 'pay it forward' allowing teammates and customers to learn quickly from your insight.

As a senior member of the Technical Support Team, you will be expected to act as an internal escalation point for critical support tickets that are handled by our more junior members and act as a hand-off for those critical tickets for team members who are not on shift.

You will be expected to provide assistance and guidance to more Junior members of the Support Team as well as members of the organization outside of Technical Support.

Your focus will also be to develop in-depth understanding of the platform's features and functionalities as well as our customer's use cases and be able to continue to feed that insight back into the business.

While in this role, you should be identifying areas of the Braze product in which you can specialize in and become a Subject Matter Expert.

In this function, you will be the first point of escalation for any specific cases that need additional assistance from the Technical Support Team.

**Requirements:**

- Bachelor's Degree from a 4-year college or university (or similar experience-based proficiency level)

- 3-6 years experience supporting a technical product, ideally in SaaS or Mobile

- Excellent communication skills both in Japanese and English, and customer-centric attitude

- Experience handling time-sensitive, pressure-intensive customer issues

- Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system

- Talent for synthesizing complex ideas and communicating them in a way others can easily understand

- Experience with Ruby, Java, C++, JavaScript, or other programming languages

- Curiosity towards learning new things and attitude to explore on one's own

**Nice to Have:**

- Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs, Three-tier architecture, Snowflake, MongoDB

- Experience in mobile platforms (Android, iOS)

- Experience with HTML, CSS, Liquid, and SQL

## Skills

### Required
- Japanese
- English
- Ruby
- Java
- C++
- JavaScript
- Salesforce
- Zendesk

### Nice to have
- HTML
- CSS
- Liquid
- SQL
- SaaS
- Mobile
- APIs
- Three-tier architecture
- Snowflake
- MongoDB
- Android
- iOS

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8045092?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)