Technical Support Specialist

About Braze

Braze is a leading customer engagement platform designed to help brands create outstanding customer experiences that benefit both consumers and businesses. It utilizes advanced AI-driven features and marketing technology to deliver personalized, cross-channel messaging and automated engagement. Braze has received multiple accolades for its workplace culture and innovation.

Role Overview

The Technical Support Specialist will be an integral part of Braze's global customer support team. This role serves as a trusted expert on the product, handling complex technical inquiries and delivering solutions throughout the customer lifecycle. You will diagnose issues, respond to technical questions, and help guide customers to optimize their use of the platform.

Key Responsibilities

• Manage customer cases end-to-end including troubleshooting break-fix problems, integration and configuration support, and providing best practice guidance.
• Develop deep expertise in Braze’s dashboard, integrations, troubleshooting techniques, and recommended workflows.
• Encourage wider product adoption by enabling customers to leverage the platform effectively to meet their goals.
• Collaborate across teams including Customer Success, Account Management, Product, and Engineering for seamless customer experience delivery.
• Proactively identify ways to improve customer satisfaction and support processes.
• Create and share documentation and knowledge base articles to support customers and uplift team capabilities.

Candidate Profile

Applicants should have 2-3 years supporting technical products, ideally SaaS or mobile applications, alongside a relevant degree, technical bootcamp certification, or equivalent hands-on experience. Familiarity with tools like Salesforce or Zendesk for case management is essential. Practical experience with HTML, CSS, APIs, and SQL is required; knowledge of Postman, Snowflake, or Kibana is advantageous. Understanding SaaS, mobile tech, APIs, marketing automation, or analytics domains is important. Excellent verbal and written English communication skills are a must.

Personal Attributes

• Exceptional communicator who can simplify intricate technical details for varied audiences.
• Strong analytical and problem-solving skills, with curiosity and resourcefulness.
• Customer-focused with a commitment to resolving issues effectively and promptly.
• Capable of managing a high volume of inquiries and prioritizing tasks under pressure.
• Adaptable to dynamic, fast-paced work environments while maintaining composure.
• Proactive, collaborative, and intellectually curious team player.

Compensation & Benefits

For U.S.-based candidates, the annual starting salary ranges from $64,000 to $100,000, with on-target earnings including bonuses between $72,000 and $112,000. This position is eligible for an equity component through restricted stock units. Braze provides comprehensive benefits including competitive pay, retirement plans, paid time off, medical/dental/vision coverage, family services including fertility and parental leave, professional development opportunities, community engagement initiatives, and employee resource groups.

Diversity & Inclusion Commitment

Braze is an equal opportunity employer committed to fostering an equitable and inclusive workplace where all employees can thrive regardless of demographics or background. The company encourages applications from candidates who may not meet every listed qualification but bring passion and potential.

Recruitment Process

Braze employs AI-assisted screening tools to enhance fairness and efficiency during recruitment while maintaining human oversight. Candidates in jurisdictions with rights concerning automated decisions may request accommodation or manual review. Braze respects candidate privacy and provides transparency regarding its recruitment procedures.