The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
Customer Inquiry Ownership: Own 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.
Product Expertise: Become a trusted product expert—mastering the Braze dashboard, integrations, troubleshooting steps, and operational best practices.
Product Adoption & Value: Drive increased platform adoption by enabling customers to effectively utilize Braze features to achieve their desired business outcomes.
Cross-Functional Alignment: Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences and resolve technical escalations.
Process Improvement & Enablement: Proactively identify opportunities to enhance customer satisfaction while actively documenting and sharing knowledge to elevate teammates and customers.
Technical Support Experience: Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments.
What they're looking for
- Education & Foundation: Bachelor’s degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.
- Technical Skills & Tools: Hands-on experience with HTML, CSS, APIs, and/or SQL. Familiarity with case management tools (e.g., Salesforce, Zendesk) is required.
- Bonus Technical Tools: Experience with tools such as Postman, Snowflake, Datadog, and/or Kibana is a plus.
- Domain Knowledge: Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
