Technical Support Specialist, Braze
Customer engagement platform
Job no longer available
Customer engagement platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- People say you’re a great communicator and top-tier problem solver. You have exemplary written and verbal communication skills with unparalleled follow-up skills
- You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help
- You look for every opportunity to make things better and you’re all about the team
- You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day
- You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too
- Bachelor’s Degree from a 4-year college or university or similar experience-based proficiency level
- 2-3 years experience supporting a technical product, ideally in SaaS or Mobile
- Excellent communication skills and an empathetic 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
- A keen attention to detail with the ability to multi-task and deliver on deadlines
Desirable
- Background in SaaS
- Experience in mobile platforms (Android, iOS)
- Experience with APIs, HTML, CSS, Ruby, Javascript or other programming language
- Project Management Experience
What the job involves
- As a Technical Support Specialist, you will be an essential part of our Global Technical Support Team that owns 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 teammates to ensure our customers are able to quickly and successfully overcome any technical issues they may face when using our platform
- You’ll also regularly contribute to our knowledge database, helping to “pay it forward” allowing teammates and customers to learn quickly from your insight
- Want to learn and grow in the role? Perfect! We will give you plenty of opportunity to become a subject matter expert in our platform and will challenge you with stretch projects that will help you learn about coding, marketing automation, and mobile ecosystems
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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