Senior Technical Support Specialist

📋 Description

• Own, prioritize, troubleshoot complex inbound customer issues on our platform
• Collaborate with Global Technical Support Leadership and teammates to resolve issues quickly
• Contribute to knowledge base to help teammates and customers learn
• Act as escalation point for critical tickets and mentor junior team members
• Develop deep understanding of Braze features and customer use cases
• Identify areas to specialize and become a Subject Matter Expert

🎯 Requirements

• Bachelor’s Degree or equivalent experience
• 3-6 years in technical product support (SaaS or Mobile preferred)
• Excellent communication in Japanese and English; customer-centric
• Experience handling time-sensitive, high-pressure issues
• Working knowledge of case management tools (Salesforce, Zendesk, etc.)
• Ability to synthesize complex ideas and communicate clearly

🎁 Benefits

• Competitive compensation and potential equity
• Retirement and Employee Stock Purchase Plans
• Flexible PTO and comprehensive health benefits
• Fertility benefits and equal paid parental leave
• Professional development with learning stipend and career pathing
• In-office experiences to foster community and innovation