Technical Support Specialist at Braze

| Greater NYC Area
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WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019. The company has also been named on the Forbes Cloud 100, Inc. Magazine’s 2019 Best Places to Work, and Crain's 2019 Best Places to Work in NYC lists.

WHAT YOU’LL DO 

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.

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.

WHAT YOU HAVE

  • 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 customer-centric attitude
  • Ability to be part of an “on call” after-hours rotation team
  • 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
  • Bonus:
    • Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
    • Experience in mobile platforms (Android, iOS)
    • Experience with HTML, CSS, Ruby, Javascript or other programming language

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Flexible time off policy to balance your work and life, including paid parental leave
  • Free daily lunch in the office, including snacks and beverages
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

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Location

Easily accessible from Penn Station and Hudson Yards.

An Insider's view of Braze

What are some social events your company does?

Every month, a different department hosts a social event - this provides a great opportunity to get to know and collaborate with people across teams. In addition to broader team social events, we also host a quarterly team outing where we do team building activities and socialize outside the office. It’s really fun!

Zana

Business Development Manager, East

How do you collaborate with other teams in the company?

I work closely with teams from across marketing, as well as from a variety of different departments—from customer success to product—to inform the content we create. Thankfully, the people at Braze aren’t just really smart; they’re also thoughtful and kind. That makes collaboration easier and something I look forward to every day.

Todd

Managing Editor, Content Marketing

How would you describe the company’s work-life balance?

At Braze, we refer to work-life balance as work-life harmony -- and we strongly value it. Our flexible paid-time-off policy gives team members the ability to take time off in the way that suits them best.

Andrew

Senior Manager, People Relations

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee
Partners with Nonprofits
We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.
Friends outside of work
Eat lunch together
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Continuing Education stipend
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