Senior Technical Support Specialist
Braze · Tokyo, Japan · 1mo ago
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.
WHAT YOU’LL DO
As a Senior Technical Support Specialist, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers.
Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform. You will work in coordination with your Global Technical Support Leadership and teammates to ensure our customers are able to quickly and successfully overcome any technical issues they may face when using our platform. You’ll also regularly contribute to our knowledge database, helping to “pay it forward” allowing teammates and customers to learn quickly from your insight. Want to learn and grow in the role? Perfect!
As a senior member of the Technical Support Team you will be expected to act as an internal escalation point for critical support tickets that are handled by our more junior members and act as a hand-off for those critical tickets for team members who are not on shift. You will be expected to provide assistance and guidance to more Junior members of the Support Team as well as members of the organization outside of Technical Support. Your focus will also be to develop in-depth understanding of the platform’s features and functionalities as well as our customer’s use cases and be able to continue to feed that insight back into the business. While in this role you should be identifying areas of the Braze product in which you can specialize in and become a Subject Matter Expert. In this function you will be the first point of escalation for any specific cases that need additional assistance from the Technical Support Team.
WHO YOU ARE
People say you’re a great communicator and top-tier problem solver! You have exemplary written and verbal communication skills with unparalleled follow-up skills. You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help. You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day. You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too.
- Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
- 3-6 years experience supporting a technical product, ideally in SaaS or Mobile
- Excellent communication skills both in Japanese and English, and customer-centric attitude
- Experience handling time-sensitive, pressure-intensive customer issues
- Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
- Talent for synthesizing complex ideas and communicating them in a way others can easily understand
- Experience with Ruby, Java, C++, JavaScript, or other programming languages
- Curiosity towards learning new things and attitude to explore on one's own
- Bonus:
- Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs, Three-tier architecture, Snowflake, MongoDB.
- Experience in mobile platforms (Android, iOS)
- Experience with HTML, CSS, Liquid, and SQL
WHAT WE OFFER
Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment.
From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:
- 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 a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
ABOUT BRAZE
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.
Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you
OUR AI-POWERED BRAZE RECRUITMENT PROCESS
At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process.
This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.
Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:
- To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.
- To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at talentdata.privacy@braze.com.
Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page.
Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)
Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review.
To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at talentdata.privacy@braze.com promptly after applying. Summaries of the most recent bias audit results for such tools are available here.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.