한국어·English
Braze company · OPEN ROLE
- Company
- Manages the messages brands send customers through app, text, email, and other channels in one place.
- Role
- Takes in customer technical questions, finds the root cause, and resolves them completely.
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What you will do
We rewrote the responsibilities and qualifications in plain language instead of copying the original posting.
Responsibilities
- Own complex inbound cases, set priorities, and track down root causes.
- Build a response plan for tricky technical issues and see them through to resolution.
- Add to the knowledge base so the whole team can learn from your work.
- Serve as the escalation point for critical tickets from junior teammates, including off-shift handoffs.
- Guide and mentor junior support teammates and people outside the team.
- Go deep on a specific product area and become the specialist others turn to.
What you need
- Hold a bachelor's degree or have equivalent hands-on experience.
- Have 3 to 6 years supporting a technical product, ideally SaaS or mobile.
- Communicate clearly in Japanese and English with a customer-first attitude.
- Have handled time-sensitive, high-pressure customer issues before.
- Know how to use case management tools such as Salesforce or Zendesk.
- Be comfortable with at least one programming language such as Ruby, Java, C++, or JavaScript.
Good to have
- Have technical knowledge of SaaS, mobile, APIs, or databases like Snowflake or MongoDB.
- Have experience with mobile platforms such as Android or iOS.
- Know HTML, CSS, Liquid, and SQL.
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Checked 2026-10-18
BrazeSenior Technical Support SpecialistStart a mock application