SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 64,000 - 112,000 / 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 experience. 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 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 experiences
- Identifying opportunities to enhance customer satisfaction and drive adoption
- Contributing to process improvements and internal enablement through knowledge documentation and team enablement
Required qualifications:
- 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments
- Degree from an accredited college/university, technical boot camp certification, or equivalent practical experience
- Proficiency with case management tools (Salesforce, Zendesk, or similar)
- Hands-on experience with HTML, CSS, APIs, and/or SQL
- Domain knowledge in two or more areas: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming
- Strong written and verbal English communication skills
Desirable experience includes tools such as Postman, Snowflake, and Kibana.
You are an excellent communicator with a customer-centric attitude, able to translate complex concepts for diverse audiences. You are analytical, curious, and resourceful with strong troubleshooting 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.
