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Braze is seeking a Technical Support Specialist to join its Global Customer Support organization in São Paulo. In this role, you will serve as a trusted product expert and primary point of contact for customer inquiries, diagnosing and resolving complex technical issues while guiding customers on best practices.
Key Responsibilities:
- Own customer inquiries end-to-end, including how-to questions, technical troubleshooting, integration/configuration assistance, and best practice guidance, delivering timely and technically sound resolutions
- Develop deep product expertise in the Braze dashboard, integrations, troubleshooting methodologies, and operational best practices
- Drive platform adoption by enabling customers to effectively utilize Braze features to achieve their business outcomes
- Collaborate cross-functionally with team members, Customer Success, Account Managers, Product, and Engineering teams to deliver seamless customer experiences and resolve technical escalations
- Identify opportunities to enhance customer satisfaction and proactively document and share knowledge to elevate teammates and customers
- Handle other reasonable duties commensurate with the role
About Braze:
Braze is the leading customer engagement platform empowering brands to deliver exceptional customer experiences. The platform combines composable intelligence and BrazeAI to enable marketers to activate AI agents, models, and features across touchpoints for personalized, autonomous 1:1 customer engagement. Braze has been recognized as a Leader in marketing technology, a 2025 Best Company to Work For by U.S. News and World Report, and a 2025 Fortune Best Workplace in Technology by Great Place to Work. The company is headquartered in New York with global offices including São Paulo.
Requirements:
- Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments
- Bachelor's degree from an accredited college/university, technical boot camp certification, or equivalent practical experience
- Hands-on experience with HTML, CSS, APIs, and/or SQL
- Familiarity with case management tools (e.g., Salesforce, Zendesk) is required
- Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming
- Excellent written and verbal communication skills in English, with ability to translate complex technical concepts for diverse audiences
- Analytical, curious, and resourceful troubleshooter skilled at managing and prioritizing high-volume time-sensitive inquiries under pressure
- Bonus: Experience with Postman, Snowflake, Datadog, and/or Kibana
