Technical Support Specialist

Summary

Join Braze's Global Technical Support Team as a Technical Support Specialist and manage post-sale technical relationships with customers. You will be the first point of contact for technical inquiries, troubleshooting complex issues related to our platform. Collaborate with teammates and other departments to ensure swift issue resolution. Participate in on-call rotation and contribute to the knowledge database. Enhance your skills and grow as a subject matter expert through challenging projects that develop technical and project management abilities. Braze offers competitive compensation, benefits, and opportunities for professional development.

Requirements

• 2-3 years of experience supporting technical products, particularly in Software as a Service (SaaS) or mobile applications
• A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience
• A proven track record of supporting technical products in SaaS or mobile application environments
• Proficiency in utilizing case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems for efficient customer inquiry management and issue resolution
• Hands-on experience with HTML, CSS, APIs, and SQL
• Excelling in written and verbal communication, with strong follow-up skills and the ability to translate complex concepts into clear, understandable language for diverse audiences
• Exceptional analytical, troubleshooting, and problem-solving capabilities
• Ownership of customer cases, with skillful management and resolution of complex technical problems through debugging and troubleshooting
• A genuine passion for helping customers and resolving issues efficiently and effectively
• Effective adaptation to fast-paced, high-volume environments with shifting priorities while multitasking and maintaining performance under pressure
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges
• Successful management of time-sensitive, high-pressure customer issues, showcasing resilience and adaptability
• Strong written and verbal communication skills in English

Responsibilities

• Manage post-sale technical relationships with customers
• Act as the initial point of contact for inbound technical inquiries
• Take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to our platform
• Collaborate closely with your Global Technical Support teammates and other departments to ensure customers can swiftly and effectively overcome any technical challenges they face
• Participate in an on-call rotation to provide coverage for occasional holiday shifts
• Contribute actively to our knowledge database, fostering a culture of learning and sharing insights that benefit both teammates and customers

Preferred Qualifications

Experience with tools such as Postman, Snowflake, and/or Kibana

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