Associate Support Representative

Summary

Join Braze's Global Technical Support Team as an Associate Support Representative and become an essential part of our post-sale technical relationships with customers. Your primary focus will be to own, prioritize, troubleshoot, and develop response plans for complex inbound customer support issues related to our platform. You will collaborate with your team to ensure customers quickly resolve technical issues. This is a shift role, working from Saturday to Wednesday. To succeed, you'll need experience supporting a technical product (ideally SaaS or mobile), proficiency with case management tools, and excellent communication skills. Problem-solving abilities, domain knowledge in areas like mobile, APIs, or marketing automation, and the ability to handle time-sensitive issues are crucial. Braze offers competitive compensation, benefits, and a supportive work environment.

Requirements

• Experience supporting a technical product, ideally in SaaS or Mobile
• Experience with case management tools like Salesforce, Zendesk or similar CRM ticketing systems
• Exemplary written and verbal communication skills coupled with unparalleled follow up skills
• Talent for synthesizing complex ideas and communicating them in a way others can easily understand
• Domain knowledge of at least one of the following: Mobile, APIs, Marketing Automation, or Basic Programming (HTML etc.)
• A natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• Experience handling time-sensitive, pressure-intensive customer issues
• Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• Strong written and verbal English skills are essential

Responsibilities

• Own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform
• Work in coordination with your Global Technical Support teammates to ensure that our customers are able to quickly and successfully overcome any technical issues they may face when using our platform

Benefits

• 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