Associate Support Representative

At Braze, 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 Braze sounds like a place where you can thrive, we can't wait to meet you.

**WHAT YOU'LL DO**

As an Associate Support Representative, you will be an integral member of our Global Technical Support Team, responsible for managing post-sale technical relationships with our customers. Acting as the initial point of contact for inbound technical inquiries, you will take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to our platform. By collaborating closely with your Global Technical Support teammates and other departments, you will ensure customers can swiftly and effectively overcome any technical challenges they face. Your role may also include participating in an on-call rotation to provide coverage for occasional holiday shifts. Additionally, you will contribute actively to our knowledge database, fostering a culture of learning and sharing insights that benefit both teammates and customers. You will be presented with challenging projects that not only improve your technical skills but also develop your project management abilities, expertise in tooling and automation, and knowledge of mobile ecosystems and more.

**WHAT YOU HAVE**
- A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience.
- Familiarity with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems.
- Excelling in written and verbal communication, with the ability to translate complex concepts into clear, understandable language for diverse audiences.
- Strong analytical, troubleshooting, and problem-solving capabilities.
- Ownership of customer cases, with the ability to effectively manage and resolve complex technical issues through debugging and troubleshooting.
- A genuine passion for helping customers and resolving their issues efficiently and effectively.
- Thriving in fast-paced, high-volume environments, with adaptability to shifting priorities while multitasking and maintaining performance under pressure.
- A proactive problem solver with intellectual curiosity, who enjoys collaboration in team settings to address challenges.
- Successful management of time-sensitive, high-pressure customer issues, showcasing resilience and adaptability.
- Strong written and verbal communication skills in English.
- Experience with technologies such as HTML, CSS, APIs, and/or SQL is a plus.
- Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.

**WHAT WE OFFER**

From offering comprehensive benefits to fostering flexible environments, we've got you covered so you can prioritize work-life harmony.
- 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 tuition reimbursement
- Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®

**ABOUT BRAZE**

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #3 on Gr