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Salary: USD 64,000 - 100,000 / annual
Braze is seeking a Technical Support Specialist to join its Global Customer Support organization. In this role, you will serve as a trusted product expert and primary point of contact for customer inquiries, owning complex technical cases end-to-end.
Key responsibilities include:
- Managing customer inquiries across how-to questions, technical troubleshooting, integration/configuration support, and best practice guidance
- Becoming a product expert on the Braze dashboard, integrations, troubleshooting procedures, and platform best practices
- Driving product adoption by enabling customers to effectively use the platform and achieve their business outcomes
- Collaborating with support team members, Customer Success, Account Managers, Product, Engineering, and cross-functional teams to deliver seamless customer experiences
- Identifying opportunities to enhance customer satisfaction and drive adoption
- Contributing to process improvements, internal enablement, and knowledge documentation to support teammates and customers
You bring 2–3 years of experience supporting technical products in SaaS or mobile application environments. You hold a degree from an accredited college/university, a technical bootcamp certification, or equivalent practical experience. You are proficient with case management tools (Salesforce, Zendesk) and have hands-on experience with HTML, CSS, APIs, and/or SQL. Experience with Postman, Snowflake, and/or Kibana is a plus. You possess domain knowledge in two or more areas: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
You are an excellent communicator with a customer-centric mindset, able to translate complex technical concepts into clear language for diverse audiences. You are analytical, curious, and resourceful with strong troubleshooting and problem-solving skills. You thrive in fast-paced, high-volume environments, managing multiple inquiries and escalations while remaining calm under pressure. You are adaptable, proactive, and collaborative, with a strong intellectual curiosity and passion for helping customers resolve issues efficiently.
