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Braze is seeking a Senior Technical Support Specialist to join its Global Technical Support Team in Tokyo. In this role, you will own the post-sale technical relationship with customers, troubleshooting complex inbound support issues related to the Braze platform and building response plans to help customers quickly resolve technical challenges.
As a senior member of the team, you will serve as an internal escalation point for critical support tickets handled by junior team members, providing guidance and mentorship to less experienced support staff and other organization members. You will develop deep expertise in Braze's platform features, customer use cases, and identify areas for specialization to become a subject matter expert. Your responsibilities include regularly contributing to the knowledge database, synthesizing complex technical concepts for customer and internal audiences, and feeding customer insights back into the business.
You will work in coordination with Global Technical Support Leadership to ensure customers overcome technical obstacles efficiently. The role requires excellent written and verbal communication skills, strong problem-solving abilities, and a customer-centric mindset. You should be naturally curious, see problems as learning opportunities, and thrive in a collaborative team environment.
Required qualifications include a Bachelor's degree, 3-6 years of technical product support experience (ideally SaaS or mobile), fluency in both Japanese and English, experience with case management tools like Salesforce or Zendesk, and familiarity with programming languages such as Ruby, Java, C++, or JavaScript. Bonus skills include knowledge of SaaS architecture, APIs, databases like Snowflake or MongoDB, mobile platforms, and web technologies like HTML, CSS, Liquid, and SQL.
