Technical Support Specialist

Summary

Join Braze's Global Technical Support Team as a Technical Support Specialist and own the post-sale technical relationships with customers. You will prioritize, troubleshoot, and develop response plans for complex technical issues related to our platform. Collaborate with teammates to ensure customers overcome technical challenges quickly. This role requires 2-3 years of experience supporting a technical product, ideally in SaaS or Mobile, along with expertise in case management tools and excellent communication skills. Domain knowledge in areas like Mobile, APIs, Marketing Automation, or Basic Programming is beneficial. Braze offers competitive compensation, benefits, and a supportive work environment.

Requirements

• 2-3 years experience supporting a technical product, ideally in SaaS or Mobile
• You have experience with case management tools like Salesforce, Zendesk or similar CRM ticketing systems
• You have 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
• You have domain knowledge of two or more of the following: Mobile, APIs, Marketing Automation, or Basic Programming (HTML etc.)
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You have experience handling time-sensitive, pressure-intensive customer issues
• You are 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

• As a Technical Support Specialist, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers
• Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform
• You will 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