Associate Support Representative
As an Associate Support Representative at Braze, you will be an integral member of our Global Customer Support organization, serving as a trusted product expert and primary point of contact for inbound customer inquiries. Braze is a leading customer engagement platform that empowers brands to deliver personalized experiences to their consumers. In this role, you will diagnose and resolve technical issues, answer product-related questions, and provide best practice guidance to ensure a seamless customer experience.
Your key responsibilities will include owning customer inquiries end-to-end, addressing how-to questions, technical issues, integration and configuration assistance, and best practice recommendations. You will become a product expert by mastering the Braze dashboard, integrations, troubleshooting procedures, and best practices. Collaborating effectively with team members across Customer Success, Account Management, Product, and Engineering, you will work to deliver cohesive customer experiences. Additionally, you will proactively identify opportunities to enhance customer satisfaction and drive product adoption, while contributing to process improvements and internal knowledge sharing.
The ideal candidate will have experience supporting technical products, preferably in SaaS or mobile application environments. Proficiency with case management tools such as Salesforce or Zendesk is essential, along with hands-on experience with HTML, CSS, APIs, and/or SQL. Strong written and verbal communication skills in English are required. You should be an excellent communicator with a customer-centric attitude, capable of translating complex concepts into clear, understandable language for diverse audiences. Analytical, curious, and resourceful, you should possess strong troubleshooting and problem-solving capabilities, and be adept at managing and prioritizing a high volume of inquiries and escalations in fast-paced, time-sensitive situations.
Braze offers competitive compensation that may include equity, along with retirement and employee stock purchase plans. Employees enjoy flexible paid time off and comprehensive benefit plans covering medical, dental, vision, life, and disability. Family services include fertility benefits and equal paid parental leave. Professional development is supported through formal career pathing, learning platforms, and a yearly learning stipend. The company fosters a collaborative, transparent, and fun culture recognized as a Great Place to Work®.
Joining Braze means becoming part of a genuinely approachable, exceptionally kind, and intensely passionate team. The company sets high standards, champions teamwork, and promotes work-life harmony as it navigates rapid global growth. Braze is committed to creating equitable growth and opportunities inside and outside the organization, making it an ideal place for individuals driven to solve challenges and make a real impact.