Associate Support Representative

About Braze and Our Culture

At Braze, we pride ourselves on having a team that is approachable, kind, and deeply passionate. We foster a work environment that values high standards, teamwork, and work-life balance while navigating rapid global growth and enhancing equity. People who thrive here are autonomous, accountable, and open to diverse viewpoints. Our culture sparkles with curiosity and sharing of varied interests, creating a vibrant workplace.

Role Overview

As an Associate Support Representative within our Global Customer Support team, you will act as a knowledgeable product specialist and the primary contact for incoming customer questions and complex technical cases. Your role involves diagnosing issues, answering product inquiries, and offering best practice advice to deliver prompt, accurate assistance and an outstanding customer experience. Note that this position follows a Wednesday to Sunday work schedule, 9:00 AM to 6:00 PM, with Mondays and Tuesdays off.

Key Responsibilities

• Handle customer queries end-to-end, addressing how-to guidance, technical troubleshooting, integrations, configurations, and best practice recommendations with timely and insightful solutions.
• Become an expert on our product, mastering all facets including dashboard, integrations, diagnostics, and usage guidelines.
• Support and encourage increased product use by helping customers maximize platform benefits and meet goals.
• Work cooperatively with team members and cross-functional departments such as Customer Success, Account Management, Product, and Engineering to ensure smooth customer service delivery.
• Identify and act on opportunities to improve customer satisfaction and promote wider adoption of the product.
• Enhance internal processes and knowledge bases by documenting and sharing insights to empower colleagues and customers alike.

Candidate Profile

• Experience in supporting technical products, preferably within SaaS or mobile application contexts.
• Proficiency using case management and ticketing systems like Salesforce or Zendesk for tracking and resolving issues efficiently.
• Practical knowledge of HTML, CSS, APIs, and SQL is essential.
• Familiarity with tools such as Postman, Snowflake, and Kibana is advantageous.
• Understanding of at least two domains among SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or foundational programming is needed.
• Strong verbal and written communication skills in English.

Personal Attributes

• Exceptional communicators who can convey complex technical information in simple terms for varied audiences.
• Analytical thinkers who are curious, resourceful, and adept at troubleshooting issues.
• Passionate about customer service and efficient problem resolution.
• Ability to manage and prioritize numerous inquiries and escalations while keeping calm under pressure.
• Capability to distill technical details and explain them clearly.
• Flexible and adaptive to fast-changing, high-demand environments with multitasking ability.
• Proactive problem solvers who enjoy collaborating with teams to overcome challenges.

Compensation and Benefits

Braze offers competitive pay which may include equity options, comprehensive retirement and employee stock purchase plans, flexible paid time off, full medical/dental/vision/life/disability coverage, family support including fertility benefits and equal parental leave. We also provide professional growth through learning stipends and structured career pathways, a vibrant office experience fostering connection and innovation, community engagement opportunities, employee resource groups, and a culture recognized as a Great Place to Work®.

Equal Opportunity and Inclusion

Braze is proud to be an equal opportunity employer committed to fostering an inclusive and equitable workplace. We welcome applicants from all backgrounds and experiences, encouraging those who may not meet every criterion to apply. Our recruitment process includes AI-assisted tools designed to ensure fairness and transparency, with accommodations available upon request.