As a Senior 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.

In Short

Act as an internal escalation point for critical support tickets.
Provide assistance and guidance to junior members of the Support Team.
Develop in-depth understanding of the platform’s features and functionalities.
Contribute to the knowledge database for team and customer learning.
Identify areas of specialization within the Braze product.
Communicate effectively with customers to resolve technical issues.
Work collaboratively with Global Technical Support Leadership.
Handle time-sensitive, pressure-intensive customer issues.
Utilize Case Management tools like Salesforce or Zendesk.
Engage in continuous learning and improvement.

Requirements

Bachelor’s Degree or equivalent experience.
3-6 years experience supporting a technical product, ideally in SaaS or Mobile.
Excellent communication skills in Japanese and English.
Experience with programming languages such as Ruby, Java, C++, JavaScript.
Curiosity towards learning new things.
Bonus: Technical knowledge of SaaS, Mobile, APIs, Snowflake, MongoDB.
Experience in mobile platforms (Android, iOS).
Experience with HTML, CSS, Liquid, and SQL.

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 including fertility benefits and equal paid parental leave.
Professional development supported by formal career pathing.
Community engagement opportunities throughout the year.
Employee Resource Groups providing supportive communities.
Collaborative and fun culture recognized as a Great Place to Work®.

Braze

Braze is a leading customer engagement platform that facilitates meaningful connections between consumers and their favorite brands. The company empowers marketers to collect and act on vast amounts of data from various sources, enabling real-time, cross-channel customer engagement. With a focus on innovative solutions, Braze offers features such as journey orchestration and AI-powered experimentation to help businesses foster growth and customer loyalty. Recognized as a Great Place to Work in multiple regions, Braze is committed to creating an inclusive and equitable workplace, supporting professional development, and promoting work-life harmony.

Share This Job!

Save This Job!

Jobs from Braze:

Jira Administrator I

Jira Administration

Atlassian Suite

Cloud

Product Analytics Intern

Data Analysis

Data Visualization

Python

Global Account Executive, CPG