Senior Technical Support Specialist / シニアテクニカルサポートスペ

WHO WE AREBraze (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. In Japan, leading brands like istyle, Kentucky Fried Chicken Japan, NewsPicks, and SUNDRUG, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way.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. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We're growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.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. You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.WHAT YOU'LL DOAs 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. You will be expected to provide assistance and guidance to more Junior members of the Support Team as well as members of the organization outside of Technical Support. Your focus will also be to develop an in-depth understanding of the platform’s features and functionalities as well as our customer’s use cases and be able to continue to feed that insight back into the business. While in this role you should be identifying areas of the Braze product in which you can specialize in and become a Subject Matter Expert. In this function, you will be the first point of escalation for any specific cases that need additional assistance from the Technical Support Team.WHO YOU AREPeople 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.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 MobileExcellent communication skills both in Japanese and English, and customer-centric attitudeExperience handling time-sensitive, pressure-intensive customer issuesWorking knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing systemTalent for synthesizing complex ideas and communicating them in a way others can easily understandExperience with Ruby, Java, C++, JavaScript, or other programming languagesCuriosity towards learning new things and attitude to explore on one's ownBonus:Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs, Three-tier architecture, Snowflake, MongoDB.Experience in mobile platforms (Android, iOS)Experience with HTML, CSS, Liquid, and SQLWHAT WE OFFERFrom comprehensive benefits to remote availability, we’ve got you covered so you can prioritize work-life harmony.Competitive compensation401KEmployee Stock Purchase PlansFamily services that include fertility benefits (domestic partners will receive the same benefits that are available to spouses of company employees)Professional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company-wide Volunteerism WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture

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