Technical Support Specialist

Braze•Austin, TX

8h•Hybrid

About The Position

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.

Requirements

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 SQL
Strong written and verbal communication skills in English

Nice To Haves

Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.

Responsibilities

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.
Handling other reasonable responsibilities commensurate with the role as requested by a manager.

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®