Associate Support Representative

$55,000 - $64,000/Yr

Braze - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

Professional, Scientific, and Technical Services

About the position

As an Associate Support Representative at Braze, you will play a crucial role in the Global Technical Support Team, managing post-sale technical relationships with customers. Your primary responsibility will be to act as the first point of contact for inbound technical inquiries, taking ownership of complex support issues and collaborating with various departments to ensure effective resolution. This position also involves contributing to the knowledge database and participating in an on-call rotation for holiday shifts, all while enhancing your technical and project management skills.

Responsibilities

• Act as the initial point of contact for inbound technical inquiries from customers.
• Take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues.
• Collaborate closely with Global Technical Support teammates and other departments to resolve customer challenges.
• Participate in an on-call rotation to provide coverage for occasional holiday shifts.
• Contribute actively to the knowledge database to foster a culture of learning and sharing insights.
• Manage time-sensitive, high-pressure customer issues effectively.

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 written and verbal communication skills, with the ability to translate complex concepts into clear language.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Ownership of customer cases and ability to manage and resolve complex technical issues.
• A genuine passion for helping customers and resolving their issues efficiently.
• Ability to thrive in fast-paced, high-volume environments and adapt to shifting priorities.

Nice-to-haves

• Experience with technologies such as HTML, CSS, APIs, and/or SQL.
• Experience with tools such as Postman, Snowflake, and/or Kibana.

Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services that include fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement.
• Community engagement opportunities throughout the year, including an annual company-wide Volunteer Week.
• Employee Resource Groups that provide supportive communities within Braze.