Associate Support Representative

$49,500 - $57,600/Yr

Braze - Austin, TX

Full-time - Entry Level

Hybrid - Austin, TX

Professional, Scientific, and Technical Services

About the position

The Associate Support Representative at Braze plays a crucial role in the Global Technical Support Team, managing post-sale technical relationships with customers. This position serves as the first point of contact for technical inquiries, taking ownership of complex support issues and collaborating with various departments to ensure effective resolution. The role also involves contributing to the knowledge database and participating in an on-call rotation for holiday shifts, all while developing technical and project management skills.

Responsibilities

• Manage post-sale technical relationships with customers.
• Act as the initial point of contact for inbound technical inquiries.
• Take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues.
• Collaborate closely with Global Technical Support teammates and other departments.
• Contribute actively to the knowledge database.
• Participate in an on-call rotation for occasional holiday shifts.

Requirements

• A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience.
• Familiarity with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Excellent written and verbal communication skills in English.
• Experience with technologies such as HTML, CSS, APIs, and/or SQL is a plus.

Nice-to-haves

• Experience with tools such as Postman, Snowflake, and/or Kibana.
• Proactive problem solver with intellectual curiosity.
• Ability to translate complex concepts into clear, understandable language.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• RSU
• Tuition reimbursement
• Paid time off
• Vision insurance