Technical Support Specialist, Braze
Weekend Shift
Customer engagement platform
Be an early applicant
Customer engagement platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- 2-3 years of experience supporting technical products, particularly in Software as a Service (SaaS) or mobile applications
- A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience
- A proven track record of supporting technical products in SaaS or mobile application environments
- Proficiency in utilizing case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems for efficient customer inquiry management and issue resolution
- Hands-on experience with HTML, CSS, APIs, and SQL
- Experience with tools such as Postman, Snowflake, and/or Kibana is a plus
- Excelling in written and verbal communication, with strong follow-up skills and the ability to translate complex concepts into clear, understandable language for diverse audiences
- Exceptional analytical, troubleshooting, and problem-solving capabilities
- Ownership of customer cases, with skillful management and resolution of complex technical problems through debugging and troubleshooting
- A genuine passion for helping customers and resolving issues efficiently and effectively
- Effective adaptation to fast-paced, high-volume environments with shifting priorities while multitasking and maintaining performance under pressure
- A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges
- Successful management of time-sensitive, high-pressure customer issues, showcasing resilience and adaptability
- Strong written and verbal communication skills in English
- We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you
What the job involves
- As a Technical Support Specialist, 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
- This role is specifically for a modified weekend schedule, meaning that you will work from Saturday to Wednesday, with Thursday and Friday off. The onboarding phase will take place from Monday to Friday
Salary benchmarks
Our take
Braze was founded out of an opportunity to build a company in the mobile space, inspired by the success of Android. This decision was driven by the belief that technology can help build stronger and more valuable relationships between brands and customers. It is now a leading customer engagement platform that powers connections between consumers and the brands they love.
Braze does this by delivering messaging experiences through push notifications, apps, and emails, built specifically for today's always-connected customers. This replaces badly integrated tools and outdated databases, making customer relationships more personalised through cross-channel messaging, journey orchestration and AI-powered experimentation and optimisation. Through this, 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.
As a venture-backed company, its clients now include Headspace, Canva, Max, Headspace, Domino's, Peloton and Depop. These clients use Braze to launch more effective messaging campaigns with less effort in the current mobile-first world. No doubt it's placement on the 2024 US News Best Technology Companies To Work For list will draw in more talent, whilst its growth to 10 new offices across North America, APAC regions and Europe indicates promising growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2018
$80m
SERIES E
Aug 2017
$50m
SERIES D
Total funding: $182.7m
Company benefits
- Flexible Vacation Policy: Take the time you need to balance your work and life in the way that suits you best
- Equal Paid Family Services: We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family
- Retirement Planning: We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment
- Talent Development: We support your professional growth through formal career pathing, learning platforms, and our Global Learning Stipend
- Global Presence: Our global presence—15 cities and growing—provides opportunities to work and connect with top talent around the world
- ESPP: We offer an Employee Stock Purchasing Plan to all employees globally.
Company values
- Take Your Seat at the Table: Our community welcomes and respects your unique talents and perspective. Roll up your sleeves and join in - we’re building Braze together
- Don't Ignore Smoke: With constant vigilance, we help each other notice issues before smoke turns to fire. When others come to us, we celebrate the messenger and assist them however we can
- Shape the Future: We believe in the positive trajectory of change. We make investments, take calculated risks, and guide others down the path of our vision for the future
- Embrace Curiosity: We are explorers of details and new horizons. We embrace a growth mindset and pursue our curiosities to acquire new mastery and hone existing skills
- Be a Human: Each of us contributes to the Braze culture through our individuality. We operate with integrity, and above all else, we are kind
- Seek the Truth: We combine intelligence with humility to challenge assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
Company HQ
NoMad, New York, NY
Articles
Leadership
Bill Magnuson
(Co-Founder & CEO)Previously a Software Engineer at Google and Bridgewater Associates before co-founding Braze in 2011.
Jon Hyman
(Co-Founder & CTO)After graduating cum laude in Computer Science at Harvard, Jon joined Bridgewater Associates' Core Technology department and worked on the Forbes Technology Council before co-founding Braze.
Diversity, Equity & Inclusion at Braze
Mel Windley (Director of Global Inclusion and Opportunity)
- Braze takes an inclusion-first approach and holds the philosophy that Global Inclusion and Opportunity must be built into business processes in order to have lasting and meaningful impact. The future we want to shape is one where people from diverse backgrounds and experiences can thrive and have meaningful careers at Braze.
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