Associate Support Representative

Associate Support Representative

At Braze, we’ve found our people—approachable, exceptionally kind, and intensely passionate. We set high standards, champion teamwork, and create work-life harmony as we navigate rapid global growth while striving for greater equity and opportunity.

To flourish here, you must be prepared to set a high bar for yourself and those around you. Acting with autonomy, having accountability, and staying open to new perspectives are essential to our continued success.

If you’re driven to solve exciting challenges with a bias toward action in the face of change, you’ll be empowered to make a real impact with a sharp and passionate team.

What You’ll Do

As an Associate Support Representative, you’ll be a vital member of our Global Customer Support organization. You’ll serve as a trusted product expert, the primary point of contact for inbound questions, and the owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices to ensure fast, accurate help and a great customer experience.

Schedule: Wednesday–Sunday (9:00 AM–6:00 PM). Monday and Tuesday are regular days off.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, technically sound resolutions and suggestions.
• Becoming a trusted product expert by mastering the dashboard, integrations, troubleshooting steps, and best practices.
• Driving increased product adoption by enabling customers to effectively use the platform and achieve their desired outcomes.
• Collaborating effectively with your team members and partners including Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement, and documenting and sharing knowledge to elevate teammates and customers.

This job description does not cover every duty you may be asked to perform; your manager may assign other reasonable responsibilities commensurate with the role.

What You Have

• Experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English.

Who You Are

• An excellent communicator with a customer-centric attitude, able to translate complex concepts into clear language for diverse audiences.
• Analytical, curious, and resourceful, with strong troubleshooting and problem-solving capabilities.
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations, with the ability to stay resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences.
• Adaptable to fast-paced, high-volume environments with shifting priorities; able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity who thrives in collaborative team settings.

What We Offer

Braze benefits vary by location. From comprehensive benefits to hybrid ways of working, Braze supports work-life harmony. Benefits may include:

• 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 including 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, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• A 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 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—supporting cross-channel messaging, journey orchestration, AI-powered decisioning and optimization, and autonomous 1:1 personalized experiences.

Braze has been recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. Braze is also 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.

Equal Opportunity Employer

Braze strives to create equitable growth and opportunities inside and outside the organization. Braze is 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.

AI-Powered Braze Recruitment Process

At Braze, we use AI-assisted tools at certain stages of the recruitment process. This may include analyzing the experience, skills, and qualifications in your application materials to help with screening and prioritizing candidates, and providing administrative support such as scheduling and recording interviews and summarizing interview notes. Recruiting teams remain responsible for all hiring decisions and are involved throughout the process.

Depending on where you are located, you may have the right to request further information about how AI is used, to opt out of AI-assisted review, to request a manual review of any decision made, or to contest a decision. Contact: talentdata.privacy@braze.com.

Notice Regarding Automated Employment Decision Tool (NYC 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. Submit requests to the Talent Acquisition team at talentdata.privacy@braze.com promptly after applying. A summary of the most recent bias audit results for the tool is available here.

Please see the Candidate Privacy Policy for more information on how Braze processes personal information during the recruitment process and, if applicable based on location, how privacy rights may be exercised.