Technical Support Specialist, Braze
+ Employee Stock Purchase Plans
Customer engagement platform
Be an early applicant
Customer engagement platform
1001+ employees
Be an early applicant
+ Employee Stock Purchase Plans
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
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
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 its 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
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
- Equity Stake: We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too
- Learning & Development: We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement
- Global Presence: Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world
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
- Seek the Truth: We combine intelligence with humility to challenge our assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
- 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
Company HQ
Rose Hill, 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
- Developing robust methods to track and measure representation data across different intersectionalities
- Expanding our presence at affinity events, including conferences, meet-ups and in-house gatherings
- Enhancing our manager training program to incorporate DEI-specific training within the curriculum
- Integrating DEI concepts into existing training, including new hire onboarding
- Launched a company-wide mentorship initiative, which aims to cultivate a richer employee experience and foster a sense of community throughout our workforce
- Enhancing recruiting efforts and manager training to embed inclusivity in our business processes
- Supporting 10 employee resource groups (ERGs) that represent diverse affinity groups and interests
- Organized the ERG Lead Summit, which facilitates the exchange of experiences, insights, and best practices among ERG Leaders
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