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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. You will diagnose and resolve issues, answer product questions, and guide customers on best practices to ensure fast, accurate support and excellent customer experiences.
Key responsibilities include:
- Owning customer inquiries end-to-end, including how-to questions, technical troubleshooting, integration/configuration assistance, and best practice guidance
- Becoming a product expert by mastering the Braze dashboard, integrations, troubleshooting procedures, and platform best practices
- Driving product adoption by enabling customers to effectively use the platform and achieve their goals
- 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 strong written and verbal English skills. You are analytical, curious, and resourceful with excellent troubleshooting and problem-solving abilities. You are passionate about helping customers and resolving issues efficiently. You excel at managing high volumes of inquiries and escalations, remaining calm and resilient under pressure. You synthesize complex technical concepts and communicate them clearly to diverse audiences. You are adaptable to fast-paced, high-volume environments with shifting priorities and thrive in collaborative team settings.
