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Salary: USD 60,000 - 95,000 / 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 inbound customer inquiries, owning complex technical cases end-to-end.
Key responsibilities include:
- Managing customer inquiries across how-to questions, technical troubleshooting, integration/configuration assistance, 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 goals
- Collaborating with support teammates, Customer Success, Account Managers, Product, Engineering, and cross-functional teams to deliver seamless experiences
- Identifying opportunities to improve customer satisfaction and drive adoption
- Contributing to process improvements, internal enablement, and knowledge documentation
You bring 2–3 years of experience supporting technical products in SaaS or mobile environments. You hold a degree from an accredited college, a technical bootcamp certification, or equivalent practical experience. You're proficient with case management tools like Salesforce or Zendesk, and have hands-on experience with HTML, CSS, APIs, and/or SQL. Experience with Postman, Snowflake, and Kibana is a plus. You have domain knowledge in at least two of: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
You're an excellent communicator with a customer-centric mindset, able to translate complex concepts for diverse audiences. You're analytical, curious, and resourceful with strong troubleshooting skills. You thrive managing high-volume inquiries under pressure, remain calm in time-sensitive situations, and excel in collaborative, fast-paced environments. You're a proactive problem solver with intellectual curiosity who adapts well to shifting priorities.
