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About the Role
As a Senior Technical Support Specialist, you will be an essential part of our Global Technical Support Team, owning the post-sale technical relationship with our customers. Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform. You will work in coordination with your Global Technical Support Leadership and teammates to ensure our customers can quickly and successfully overcome any technical issues they may face. You will also regularly contribute to our knowledge database, helping teammates and customers learn quickly from your insight. As a senior member, you will act as an internal escalation point for critical support tickets and provide assistance and guidance to junior team members and other departments. You will develop an in-depth understanding of the platform's features, functionalities, and customer use cases, feeding this insight back into the business. You should identify areas of the Braze product to specialize in and become a Subject Matter Expert, serving as the first point of escalation for specific cases.
Responsibilities
- Own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues.
- Work in coordination with Global Technical Support Leadership and teammates.
- Regularly contribute to the knowledge database.
- Act as an internal escalation point for critical support tickets.
- Provide assistance and guidance to more junior members of the Support Team and members of the organization outside of Technical Support.
- Develop in-depth understanding of the platform’s features and functionalities as well as customer use cases.
- Feed insight back into the business.
- Identify areas of the Braze product to specialize in and become a Subject Matter Expert.
- Serve as the first point of escalation for any specific cases that need additional assistance from the Technical Support Team.
Requirements
- Exemplary written and verbal communication skills with unparalleled follow-up skills.
- Ability to make people feel heard, understood, and helped.
- Proactive in seeking opportunities to improve and a team-oriented mindset.
- Thrive on helping customers and making a difference.
- Naturally curious and views problems as learning opportunities.
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level).
- 3-6 years experience supporting a technical product, ideally in SaaS or Mobile.
- Excellent communication skills both in Japanese and English, and customer-centric attitude.
- Experience handling time-sensitive, pressure-intensive customer issues.
- Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system.
- Talent for synthesizing complex ideas and communicating them in a way others can easily understand.
- Experience with Ruby, Java, C++, JavaScript, or other programming languages.
- Curiosity towards learning new things and attitude to explore on one's own.
Skills
- Communication (Japanese and English)
- Customer-centric attitude
- Time-sensitive issue handling
- Pressure-intensive issue handling
- Case Management tools (Salesforce, Zendesk, or similar)
- Synthesizing complex ideas
- Ruby
- Java
- C++
- JavaScript
- Programming languages
- Learning new things
- Exploration
- Technical domain knowledge (SaaS, Mobile, APIs, Three-tier architecture, Snowflake, MongoDB) - Bonus
- Mobile platforms (Android, iOS) - Bonus
- HTML - Bonus
- CSS - Bonus
- Liquid - Bonus
- SQL - Bonus
Location
- New York (Headquarters)
- Austin
- Berlin
- Bucharest
- Chicago
- Dubai
- Jakarta
- London
- Paris
- San Francisco
- São Paulo
- Singapore
- Seoul
- Sydney
- Tokyo
Work Type
- Hybrid
Experience Level
- Senior
- 3-6 years experience supporting a technical product
Education Level
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
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
- 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.
- Named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
- Named a 2026 Best Places to Work by Built In.
- Named a 2025 America’s Greenest Companies by Newsweek.
- Named a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
- Proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
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.