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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 customer inquiries, owning complex technical cases end-to-end.
Key responsibilities include:
- Managing customer inquiries across how-to questions, technical troubleshooting, integration/configuration support, 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 product adoption
- Contributing to process improvements, internal enablement, and 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), and have hands-on experience with HTML, CSS, APIs, and/or SQL. Experience with Postman, Snowflake, and/or Kibana is a plus. You have 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 excel at translating complex technical concepts for diverse audiences. You are analytical, curious, and resourceful with strong troubleshooting and problem-solving abilities. You are passionate about customer success and resolving issues efficiently. You thrive managing high volumes of inquiries under pressure, remain calm in time-sensitive situations, and are adaptable to fast-paced environments with shifting priorities. You are a proactive problem solver with intellectual curiosity who thrives in collaborative team settings.
