Senior Technical Support Engineer / テクニカルサポートエンジニア

Umitron Norway; Chicago (IL); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and innovative team as a Senior Technical Support Specialist, where you'll play a vital role in ensuring customer satisfaction through effective problem-solving and communication. In this position, you'll handle complex technical issues, collaborate with global teams, and contribute to knowledge sharing. This role offers a unique opportunity to grow within a company that values curiosity and transparency, while providing a supportive work environment. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact in a forward-thinking organization.

Benefits

Competitive compensation

401K

Employee Stock Purchase Plans

Fertility benefits

Tuition reimbursement

Community engagement opportunities

Collaborative culture

Qualifications

• 3-6 years of experience supporting a technical product, ideally in SaaS or Mobile.
• Bachelor's degree or similar experience-based proficiency level required.

Responsibilities

• Own, prioritize, troubleshoot, and build response plans for complex customer support issues.
• Contribute to knowledge database for team and customer learning.

Skills

Excellent communication skills

Problem-solving

Technical support experience

Knowledge of programming languages (Ruby, Java, C++, JavaScript)

Experience with Case Management tools (Salesforce, Zendesk)

Customer-centric attitude

Education

Bachelor’s Degree

Tools

Salesforce

Zendesk

Job description

WHO WE ARE

Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale – last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.

But we’re so much more than our platform. Although we’ve recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacity—as part of the team, you’ll be encouraged to take your seat at the table and create your own destiny.

Need more proof? Braze is proudly certified as a Great Place to Work in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune’s Best Small and Medium Workplace in New York, #5 on Fortune’s Best Workplaces for Millennials in the US, and #11 on Fortune’s Best Medium Sized Workplace for Women in the UK.

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. 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! 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.

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.

• 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 both in Japanese and English, 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
• Experience with Ruby, Java, C++, JavaScript, or other programming languages
• Curiosity towards learning new things and attitude to explore on one's own

WHAT WE OFFER

From comprehensive benefits to remote availability, we’ve got you covered so you can prioritize work-life harmony.

• Competitive compensation
• 401K
• Employee Stock Purchase Plans
• Family services that include fertility benefits
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
• Community engagement opportunities throughout the year
• Collaborative, transparent, and fun culture