Technical Support Engineer

WHAT YOU'LL DO

As a Technical Support Engineer, you will be a part of the most technical team within Braze’s Revenue organization - Global Technical Support Engineering. As such, you’ll function as the primary technical escalation point for a wide array of customer-facing teams, including Sales, Customer Success, and Technical Support. Drawing upon your software engineering skills, as well as in-depth knowledge of Braze’s code base and product functionality, you will investigate and resolve highly technical, escalated customer issues. Additionally, you’ll review customer SDK integration code, build custom data export and migration scripts according to customer specifications, and answer complex, nuanced product behavior and bug confirmation questions.

Beyond interfacing with Revenue teams, you’ll also closely collaborate with the Product Engineering team, serving as a nexus between the two organizations. In this capacity you will acquire mastery over one or more high impact product areas, and apply it to a variety of ends: building internal tools, fixing bugs, reviewing code written by your peers, and resolving highly complex technical support inquiries typically suited to Product Engineering. Furthermore, you will be a key advisor to the Product team, identifying recurring customer issues and developing product solutions to those issues, thereby reducing support ticket volume and improving the product, as well as the customer experience.

Lastly, you’ll have the opportunity to share the engineering knowledge gleaned from your work with Product Engineering, crafting in-depth technical troubleshooting guides and knowledge articles, as well as leading the technical enablement of various customer-facing teams, including Technical Support, Technical Account Management, and Technical Architects.

WHO YOU ARE

• BS in Computer Science (or equivalent coding bootcamp or technical experience)
• 2-3 years of professional (or equivalent) experience developing and optimizing web and/or mobile applications, with a focus on performance and scalability
• Strong understanding of distributed systems, data structures and algorithms
• Professional (or equivalent) experience with any of: Ruby, Rails, Swift, Objective-C, Java, or Kotlin
• Professional (or equivalent) experience with APIs, HTML, CSS, and JavaScript
• 2-3 years of experience supporting technical products, preferably within a SaaS B2B environment
• Proficiency in utilizing case management tools, such as Salesforce or Jira Service Desk, to efficiently manage and resolve escalated customer issues
• Excellent written and verbal communication skills, with a talent for synthesizing complex ideas into clear, understandable terms for diverse audiences
• Outstanding organizational skills, including the ability to thrive in a fast-paced, high-volume environment with shifting priorities – multitasking and performing under pressure are a must
• Exceptional analytical, troubleshooting, and problem-solving capabilities
• Self-starter with a strong sense of intellectual curiosity, thriving in collaborative team settings to tackle challenges
• Comfortable using AI tools in your coding, investigation, and documentation workflow, and willing to help refine how the team uses them
• Experience providing technical mentorship
• Ability to be part of an “on call” after-hours rotation team

Bonus:

• Experience with any of: MongoDB, PostgreSQL, Redis, Sidekiq, React, or TypeScript
• Experience with any of: Snowflake, Datadog, Kibana, or Postman
• Experience with Agile processes

For candidates based in the Romania the pay range for this position at the start of employment is expected to be between 158.400 RON and 225.900 RON gross/year with an expected On Target Earnings (OTE) between 176.000 RON and 251.000 RON gross/year (including bonus).The split between the base and bonus for this role is 90/10.