Technical Support Specialist

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. WHAT YOU’LL DO 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. Your responsibilities will include: 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 Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role. WHO YOU ARE An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities Passionate about helping customers and resolving issues efficiently and effectively Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations Able to synthesize complex technical concepts and communicate them clearly to diverse audiences Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges What you 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 Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution Hands-on experience with HTML, CSS, APIs, and/or SQ Experience with tools such as Postman, Snowflake, and/or Kibana is a plus Domain knowledge of two or more: SaaS, Mo