Technical Support Specialist
As a Technical Support Specialist at Braze, you will be an integral member of our Global Technical Support Team, responsible for managing post-sale technical relationships with our customers. Acting as the initial point of contact for inbound technical inquiries, you will take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to our platform. By collaborating closely with your Global Technical Support teammates and other departments, you will ensure customers can swiftly and effectively overcome any technical challenges they face. Your role may also include participating in an on-call rotation to provide coverage for occasional holiday shifts. Additionally, you will contribute actively to our knowledge database, fostering a culture of learning and sharing insights that benefit both teammates and customers. If you are eager to enhance your skills, you will find abundant opportunities for growth, including the chance to become a subject matter expert. You will be presented with challenging projects that not only improve your technical skills but also develop your project management abilities, expertise in tooling and automation, and knowledge of mobile ecosystems and more.
Your responsibilities will include owning customer inquiries end-to-end, providing timely, insightful, and technically sound resolutions and suggestions. You will become a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices. Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes is a key aspect of this role. Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences is essential. Proactively identifying opportunities to enhance customer satisfaction and drive product adoption, as well as contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers, are also part of your day-to-day work.
To be successful in this role, you should have 2-3 years of experience supporting technical products, ideally in SaaS or mobile application environments. A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience is required. Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution is essential. Hands-on experience with HTML, CSS, APIs, and/or SQL is necessary, and experience with tools such as Postman, Snowflake, and/or Kibana is a plus. Domain knowledge of two or more areas such as SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming is beneficial. Strong written and verbal communication skills in English are also required.
Braze offers a comprehensive benefits package that includes competitive compensation, retirement and employee stock purchase plans, flexible paid time off, and comprehensive benefit plans covering medical, dental, vision, life, and disability. Family services that include fertility benefits and equal paid parental leave are also provided. Professional development is supported by formal career pathing, learning platforms, and a yearly learning stipend. A curated in-office employee experience is designed to foster community, team connections, and innovation. Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching, are available. Employee Resource Groups provide supportive communities within Braze, and the company fosters a collaborative, transparent, and fun culture recognized as a Great Place to Work®.
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to AI-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty. Braze is proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In's Best Places to Work. In 2024, we were included in U.S. News & World Report's Best Companies to Work For (Top 10%) and recognized in Great Place to Work's Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women. Additionally, we were featured in Great Place to Work UK's Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.