Senior Technical Support Specialist

Braze
Tokyo
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3-6 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer-centricity","Teamwork","Curiosity"]

Own post-sale technical relationships with customers as part of the Global Technical Support team. Triage, prioritize, troubleshoot, and build response plans for complex inbound issues, while coordinating with support leadership to help customers succeed with the platform. Serve as an internal escalation point for critical tickets, guide junior teammates, and contribute to the knowledge database. Develop deep platform expertise and feed customer insights back to the business.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Braze
Braze
19 hours ago

Senior Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own post-sale technical relationships with customers as part of the Global Technical Support team. Triage, prioritize, troubleshoot, and build response plans for complex inbound issues, while coordinating with support leadership to help customers succeed with the platform. Serve as an internal escalation point for critical tickets, guide junior teammates, and contribute to the knowledge database. Develop deep platform expertise and feed customer insights back to the business.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Own, prioritize, troubleshoot, and create response plans for complex inbound technical support issues.
  • •Coordinate with Global Technical Support leadership and teammates to ensure customers overcome platform issues quickly.
  • •Contribute to the knowledge database to help teammates and customers learn from support insights.
  • •Serve as an internal escalation point for critical tickets handled by more junior members and provide handoff coverage for off-shift cases.
  • •Provide guidance to junior support team members and develop in-depth platform and customer use-case expertise, including identifying specialization areas and feeding insights back to the business.

Pay and Benefits

Perks:Health InsuranceDentalVisionLifeDisabilityPaid LeaveRetirementLearning Budget

Key Requirements

  • •Bachelor’s degree (or similar experience-based proficiency).
  • •3–6 years supporting a technical product, ideally in SaaS or mobile.
  • •Excellent Japanese and English communication skills with a customer-centric attitude.
  • •Experience handling time-sensitive, pressure-intensive customer issues.
  • •Working knowledge of case management tools such as Salesforce or Zendesk.
Experience:3-6 yearsSaaSMobile
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer-centricityTeamworkCuriosity
Languages:JapaneseEnglish
Tech Stack:SalesforceZendeskRubyJavaC++JavaScriptAndroidIOSHTMLCSSLiquidSQLSnowflakeMongoDBAPIs

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn