Technical Support Specialist

San Franciscofull timeOn Site

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mid

$100k

H1B: yes

Braze Technical Support Specialist at Braze serving as a trusted product expert and primary contact for complex technical cases. Responsible for diagnosing issues, answering product questions, and guiding best practices to ensure fast and accurate customer support.

Responsibilities

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.
Your responsibilities will include:
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.
Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.
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.

Qualification

AnalyticalAdaptable to fast-paced

Required

An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
Passionate about helping customers and resolving issues efficiently and effectively.
Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $64,000 and $100,000/year, with an expected On Target Earnings (OTE) between $72,000 and $112,000/year (including bonus or commission).Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

Benefits

Dental
Vision
PTO
Equity/RSU
Parental Leave

Company

Braze

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Source: greenhouse

Active within the past hour

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