Technical Support Specialist Braze
New York, NY

Job Description

Braze is a customer engagement platform that delivers messaging experiences across push, email, apps, and more. Braze is built specifically for today's mobile-first world and tomorrow's ambient computing future. Braze is set apart as the platform that allows for real-time and continuous data streaming, replacing decades-old databases that aren't built for today's on-demand, always-connected customer. With data, technology, and teams working together in unison, the Braze platform makes marketing more authentic, brands more human, and customers more satisfied with every experience.

Each month, tens of billions of messages associated with over 1.5 billion active users are managed through our technology. Braze is a venture-backed company with hundreds of employees in offices located in New York City, San Francisco, London, and Singapore. Most recently, we've been named a Leader in the Forrester Wave™: Mobile Engagement Automation, Q3 2017 evaluation. We've been recognized by Forbes Cloud 100 at #85, ranked #225 on Inc.'s 500 Fastest Growing Private Companies, named a "Top 10 Upstart" by Business Insider, in addition to being #21 in the Deloitte Technology Fast 500 List. Learn more at Braze.com.

WHAT YOU'LL DO

As a Technical Support Specialist in our New York office, 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 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! We will give you plenty of opportunity to become a subject matter expert in our platform and will challenge you with stretch projects that will help you learn about coding, marketing automation, and mobile ecosystems.

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

* Bachelor's Degree from a 4-year college or university (or similar experience-based proficiency level)
* 2-3 years experience supporting a technical product, ideally in SaaS or Mobile
* Excellent communication skills and customer-centric attitude
* Ability to be part of an "on call" after-hours rotation team
* 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
* Bonus Points:
* Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
* Experience in mobile platforms (Android, iOS)
* Experience with HTML, CSS, Ruby, Javascript or other programming language

WHAT WE OFFER

Complete tech startup vibe including free daily lunches & snacks, group events and top of the line computer setup! A general feeling throughout the office that what you do matters everyday.

Collaboration! Complete support of your teammates across all departments and a real "get it done" attitude for our customers.

* Excellent medical insurance and life assurance coverage for you and your dependents
* Tuition Reimbursement
* Matching 401K
* Daily catered lunches, snacks and beverages
* 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 and is eligible for overtime under the provisions of the Fair Labor Standards Act.