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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'll 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 across how-to questions, technical troubleshooting, integration and configuration help, and best practice guidance; becoming a product expert in the Braze dashboard, integrations, and troubleshooting workflows; driving product adoption by enabling customers to effectively use the platform; collaborating with support teammates, Customer Success, Account Managers, Product, Engineering, and cross-functional teams; identifying opportunities to enhance customer satisfaction; and contributing to process improvements and internal knowledge documentation.
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), have hands-on experience with HTML, CSS, APIs, and/or SQL, and domain knowledge in two or more areas: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming. Experience with Postman, Snowflake, and/or Kibana is a plus.
You are an excellent communicator with a customer-centric attitude, able to translate complex 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, manage multiple inquiries and escalations effectively, remain calm under pressure, and are adaptable to shifting priorities. You are a proactive problem solver with intellectual curiosity who collaborates well in team settings.
