Senior Technical Support Specialist
WHAT YOU’LL DO
As 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 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 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.
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 Mobile
Excellent communication skills both in Japanese and English, and customer-centric attitude
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
Experience with Ruby, Java, C++, JavaScript, or other programming languages
Curiosity towards learning new things and attitude to explore on one's own
Bonus:
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 SQL