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About the Role

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization, serving as a trusted product expert, primary point of contact for inbound questions, and owner of complex technical cases. You'll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Responsibilities

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming 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.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.
• Handling other reasonable responsibilities commensurate with the role as assigned by a manager.

Requirements

• 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Strong written and verbal communication skills in English.

Skills

• HTML
• CSS
• APIs
• SQL
• Postman
• Snowflake
• Kibana
• SaaS
• Mobile Technology
• Marketing Automation
• Direct Marketing
• Marketing Analytics
• Basic programming
• Customer-centric attitude
• Troubleshooting
• Problem-solving
• Managing and prioritizing inquiries
• Multitasking

Location

• United States

Work Type

• Hybrid

Experience Level

• 2-3 years

Education Level

• Degree from an accredited college or university
• Technical boot camp certification
• Equivalent practical experience

Salary/Compensations

• 57,000 - $90,000/year (base)
• $64,000 - $101,000/year (OTE)

Benefits

• Equity grants of restricted stock (RSUs)
• Competitive compensation
• 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
• A curated in-office employee experience, 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
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About the Company

• Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™.
• Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses.
• Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
• From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
• The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
• Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
• Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
• The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

Equal Opportunity

• At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
• We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
• When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
• If you hesitate to apply for a role unless you meet 100% of the criteria, we encourage you to apply, as we’d love to meet you.