Technical Support Specialist

United States Digital Space LLC; Austin (TX); Hybrid; USD 57,000 - 90,000; Full time

Benefits offered by this job

Equity grants

Total Rewards package

Hybrid work

Job summary

Braze is seeking a Technical Support Specialist to join our Global Customer Support team. You will be a product expert handling complex cases, guiding customers through integration and troubleshooting, and driving platform adoption to achieve outcomes.

You will collaborate with multiple teams and utilize HTML/CSS/APIs/SQL to resolve issues, while maintaining strong English communication in a fast-paced SaaS environment.

Qualifications

• 2–3 years of experience supporting technical products, SaaS or mobile apps.
• Degree, boot camp cert, or equivalent practical experience.
• Proficiency with case management tools (Salesforce, Zendesk).
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Experience with Postman, Snowflake, and/or Kibana is a plus.
• Knowledge of two or more domains: SaaS, Mobile Tech, APIs, Marketing Automation/Analytics.

Responsibilities

• Own customer inquiries end-to-end (how-to questions, technical break-fix issues, configuration help) with timely, insightful resolutions.
• Become a trusted product expert—master the dashboard, integrations, troubleshooting steps, and best practices.
• Drive product adoption by enabling customers to effectively utilize the platform and achieve outcomes.
• Collaborate with Customer Success, Account Managers, Product and Engineering, and cross-functional teams to deliver seamless experiences.
• Identify opportunities to enhance customer satisfaction and drive adoption.
• Contribute to process improvements and internal enablement with knowledge sharing.

Skills

Technical support

SaaS experience

English communication

HTML/CSS/APIs/SQL

Postman/Snowflake/Kibana

SaaS/Mobile APIs knowledge

Education

College degree

Boot camp certification

Equivalent practical experience

Tools

Salesforce

Zendesk

Postman

Snowflake

Kibana

Job description

At the company, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If the company sounds like a place where you can thrive, we can’t wait to meet you.

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 a great customer experience.

Your responsibilities will include:

• Owning 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 and suggestions.

• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices

• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.

• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.

• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.

• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

• 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.

• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.

• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.

• Hands-on experience with HTML, CSS, APIs, and/or SQL

• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.

• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.

• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.

• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities

• Passionate about helping customers and resolving issues efficiently and effectively.

• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.

• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences

• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.

• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $57,000 and $90,000/year, with an expected On Target Earnings (OTE) between $64,000 and $101,000/year (including bonus or commission).Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

#LI-Hybrid

WHAT WE OFFER

the company benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. the company offers benefits such as:

• Competitive compensation that may include equity

• Retirement and Employee Stock Purchase Plans

• Flexible paid time off

• Comprehensive benefit plans covering medical, dental, vision, life, and disability

• Family services that include fertility benefits and equal paid parental leave

• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend

• A curated in-office employee experience, designed to foster community, team connections, and innovation

• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching

• Employee Resource Groups that provide supportive communities within the company

• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT the company

the company is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. the company helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the the company Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, the company enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. the company was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. the company is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.

The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Du