Join Braze as a Technical Support Specialist to provide expert product support and enhance customer experiences in a hybrid work environment.
Posted by employer 18 hours ago
First seen on Joblaze 6 hours ago
Last verified on the company career page 6 hours ago
Skills & Technologies
What you'll build
- Own customer inquiries end-to-end
- Become a trusted product expert
- Drive increased platform adoption
- Collaborate with cross-functional teams
- Identify opportunities to enhance customer satisfaction
Must have
- Demonstrated experience supporting technical products
- Bachelor’s degree from an accredited college/university or equivalent practical experience
- Hands-on experience with HTML, CSS, APIs, and/or SQL
- Familiarity with case management tools
Nice to have
- Experience with Postman, Snowflake, Datadog, and/or Kibana
- Understanding of SaaS, Mobile Technology, APIs, Marketing Automation, or basic programming
AI in the day-to-day
We use AI-assisted tools at certain stages of our recruitment process.
Requirements
- Education
- Bachelor's degree
Not disclosed in this posting: compensation, seniority, years of experience, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Specialist at Braze, the individual will manage customer inquiries by diagnosing issues, answering product questions, and providing guidance on best practices to enhance user experience. Key skills include proficiency in HTML, CSS, APIs, and SQL, along with experience in technical support environments, particularly within SaaS. This position is well-suited for someone with a strong technical background and excellent communication skills, capable of navigating complex customer interactions. The role is part of a collaborative team focused on delivering high-quality support in a rapidly growing company.
Joblaze insights
Quick facts
- Is the Technical Support Specialist role remote?
- It's hybrid — Braze expects some on-site time in São Paulo, Brazil.
- Where is the role based?
- Braze is hiring for this position in São Paulo, Brazil.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: APIs, CSS, Datadog, HTML, Kibana, Postman.
- Is this full-time or contract?
- Full-time for this Technical Support Specialist role at Braze.
From the original posting
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
WHAT YOU’LL DO
As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions, and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and an exceptional customer experience.
In this role, you will:
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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.
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Product Expertise: Become a trusted product expert—mastering the Braze dashboard, integrations, troubleshooting steps, and operational best practices.
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Product Adoption & Value: Drive increased platform adoption by enabling customers to effectively utilize Braze features to achieve their desired business outcomes.
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Cross-Functional Alignment: Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences and resolve technical escalations.
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Process Improvement & Enablement: Proactively identify opportunities to enhance customer satisfaction while actively documenting and sharing knowledge to elevate teammates and customers.
Please note: This job description covers core responsibilities, and you may be asked to handle other reasonable duties commensurate with the role.
WHO YOU ARE
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Technical Support Experience: Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments.
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Education & Foundation: Bachelor’s degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.
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Technical Skills & Tools: Hands-on experience with HTML, CSS, APIs, and/or SQL. Familiarity with case management tools (e.g., Salesforce, Zendesk) is required.
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Bonus Technical Tools: Experience with tools such as Postman, Snowflake, Datadog, and/or Kibana is a plus.
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Domain Knowledge: Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.
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Communication & Soft Skills: Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts clearly for diverse technical and non-technical audiences.
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Problem-Solving & Resilience: Analytical, curious, and resourceful troubleshooter skilled at managing and prioritizing a high volume of time-sensitive inquiries under pressure.
#LI-Hybrid
WHAT WE OFFER
Standard company text repeated across Braze's postings is omitted here.