Technical Support Specialist

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 an exceptional customer experience.

In this role, you will:

• Customer Inquiry Ownership: Own 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.
• Product Expertise: Become a trusted product expert—mastering the Braze dashboard, integrations, troubleshooting steps, and operational best practices.
• Product Adoption & Value: Drive increased platform adoption by enabling customers to effectively utilize Braze features to achieve their desired business outcomes.
• Cross-Functional Alignment: Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences and resolve technical escalations.
• Process Improvement & Enablement: Proactively identify opportunities to enhance customer satisfaction while actively documenting and sharing knowledge to elevate teammates and customers.

Please note: This job description covers core responsibilities, and you may be asked to handle other reasonable duties commensurate with the role.

WHO YOU ARE

• Technical Support Experience: Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments.
• Education & Foundation: Bachelor’s degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.
• Technical Skills & Tools: Hands-on experience with HTML, CSS, APIs, and/or SQL. Familiarity with case management tools (e.g., Salesforce, Zendesk) is required.
• Bonus Technical Tools: Experience with tools such as Postman, Snowflake, Datadog, and/or Kibana is a plus.
• Domain Knowledge: Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
• Communication & Soft Skills: Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts clearly for diverse technical and non-technical audiences.
• Problem-Solving & Resilience: Analytical, curious, and resourceful troubleshooter skilled at managing and prioritizing a high volume of time-sensitive inquiries under pressure.

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