Senior Technical Support Specialist at Braze
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 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.
Handling and Resolving Support Tickets
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 Leadership and 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!
Internal Escalation Point - Subject Matter Expert
As a senior member of the Technical Support Team you will be expected to act as an internal escalation point for critical support tickets that are handled by our more junior members and act as a hand-off for those critical tickets for team members who are not on shift. You will be expected to provide assistance and guidance to more Junior members of the Support Team as well as members of the organization outside of Technical Support. Your focus will also be to develop and in-depth understanding of the platform’s features and functionalities as well as our customer’s use cases and be able to continue that feed that insight back into the business. While in this role you should be identifying areas of the Braze product in which you can specialize in and become a Subject Matter Expert. In this function you will be the first point of escalation for any specific cases that need additional assistance from the Technical Support Team.
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
- Ability to work a modified schedule of Monday - Friday, 12:00pm – 8:30pm ET and be part of an “on call” after-hours rotation team
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
- 3-6 years experience supporting a technical product, ideally in SaaS or Mobile
- Excellent communication skills and customer-centric attitude
- 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
- Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
- Experience in mobile platforms (Android, iOS)
WHAT WE OFFER
- Competitive compensation that includes equity
- Excellent medical, dental, and vision coverage for you and your dependents
- Life insurance, commuter benefits, and parental leave plans
- Collaborative, transparent, collegial and fun loving office culture
- Flexible time off policy to balance your work and life in the way that suits you best
In addition, this position is non-exempt under the provisions of the Fair Labor Standards Act.
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