WHAT YOU'LL DOAs a Technical Support Specialist, you will be a vital member of our Global Customer Support organization-serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You'll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.
Your responsibilities will include:
- Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
- Becoming a trusted product expert-mastering the dashboard, integrations, troubleshooting steps, and best practices
- Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
- Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
- Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
- Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.
Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.
WHAT YOU HAVE- 2-3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
- A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
- Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
- Hands-on experience with HTML, CSS, APIs, and/or SQL
- Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
- Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
- Strong written and verbal communication skills in English
WHO YOU ARE- An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
- Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
- Passionate about helping customers and resolving issues efficiently and effectively.
- Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
- Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
- Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
- A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $64,000 and $100,000/year, with an expected On Target Earnings (OTE) between $72,000 and $112,000/year (including bonus or commission).Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.
#LI-Hybrid
WHAT WE OFFERBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.
From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
