Associate Support Representative

About the role

Join Braze’s Global Customer Support team as an Associate Support Representative, providing fast, accurate help and a great customer experience for our SaaS platform. You will act as a trusted product expert, handling inbound questions and complex technical cases while working a Saturday‑to‑Wednesday schedule.

Key responsibilities

• Owning customer inquiries end‑to‑end, including how‑to questions, technical break‑fix issues, integration and configuration help, and best‑practice guidance.
• Becoming a trusted product expert by mastering the Braze dashboard, integrations, troubleshooting steps and best practices.
• Driving product adoption by enabling customers to effectively use the platform and achieve desired outcomes.
• Collaborating with Customer Success, Account Managers, Product, Engineering and other cross‑functional teams to deliver seamless experiences.
• Proactively identifying opportunities to enhance satisfaction and adoption, and contributing to process improvements and knowledge sharing.

Required profile

• Experience supporting technical SaaS or mobile application products.
• Strong written and verbal communication skills in English and a customer‑centric attitude.
• Analytical, curious and resourceful with solid troubleshooting and problem‑solving abilities.
• Ability to manage high volumes of inquiries, stay resilient under pressure and adapt to shifting priorities.

Required skills

• HTML, CSS, APIs, SQL.
• Case management tools such as Salesforce or Zendesk.
• Familiarity with Postman, Snowflake and/or Kibana (plus).

What we offer

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off and hybrid ways of working.
• Comprehensive medical, dental, vision, life and disability benefits.
• Family services including fertility benefits and paid parental leave.
• Professional development through formal career pathing, learning platforms and a yearly stipend.
• Employee Resource Groups and a culture recognized as a Great Place to Work®.