Braze is looking for a Product Support Specialist to provide first-touch technical support for our enterprise customers and end-users. You will be the primary point of contact for resolving issues via phone, email, and ticket submissions, while also creating learning materials to empower users.

What You'll Do

Respond to customer support calls and tickets in line with service-level agreements.
Troubleshoot and resolve technical issues quickly and accurately across web and mobile platforms.
Identify and document recurring patterns to inform product and process improvements.
Create and maintain internal and customer-facing documentation and other learning materials.
Collaborate with internal teams on escalated issues to ensure successful resolution.
Work closely with Engineering and Quality Assurance teams to help test new feature releases and ensure product quality.
Continuously deepen your understanding of the products to become a go-to expert.

What We're Looking For

2–3 years of experience in a customer-facing, technical support role at a SaaS company.
Excellent written and verbal communication skills.
Ability to explain technical concepts clearly to both technical and non-technical audiences.
Strong troubleshooting ability with comfort across web and mobile platforms.
Highly organized and able to manage multiple priorities simultaneously, maintaining strong attention to detail and consistent follow-through.
Empathy, patience, and professionalism in every customer interaction.
A self-starter who thrives in a fast-paced, evolving environment.

Nice to Have

Experience with SQL, HTML/CSS, or eLearning standards like SCORM, xAPI, or LTI.
Experience using Chrome DevTools for diagnosing front-end issues.

Team & Environment

You will collaborate closely with Customer Success, Product, Engineering, and Implementation teams.

Benefits & Compensation

Compensation range: $50,000 - $65,000.
Medical insurance covering 80% of premiums for you and your dependents.
Dental, Vision, Short & Long Term Disability, Life Insurance and other Voluntary benefits.
401(K) Safe Harbor Non-Elective 3% Contribution.
Flex PTO, Wellness Days, Birthday PTO, Winter Break + a generous company holiday calendar.
Annual Learning Stipend of $1,200.
Parental Leave.
$500 towards workstation setup upon hire, and a monthly stipend for other expenses.

Work Mode

This is a remote position for candidates based in the United States.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.