Senior Technical Support Specialist

About the role

Braze is seeking a Senior Technical Support Specialist to join their growing team in Tokyo. This position serves as a senior-level point of contact for customers who rely on the Braze platform to manage their customer engagement and marketing campaigns. The specialist will handle complex technical inquiries, guide clients through challenging product configurations, and ensure that customers derive maximum value from their Braze investment. The ideal candidate brings deep expertise in customer engagement technology and a genuine commitment to delivering outstanding support experiences. This role works within the Tokyo office alongside a dedicated support team that serves clients across the Asia-Pacific region.

Key facts

What you'll do

Provide Tier 3 technical support for Braze platform customers experiencing complex and persistent product issues across multiple modules

Diagnose and resolve challenging integration problems between the Braze platform and various third-party data systems and tools

Guide clients through detailed configuration of campaign workflows, audience segmentation, and multi-channel messaging delivery setups

Write comprehensive technical documentation and knowledge base articles that improve team efficiency and reduce resolution times for common issues

Partner closely with engineering teams to escalate unresolved product bugs and communicate feature gap concerns to internal stakeholders

Conduct live onboarding sessions and training calls for new Braze customers to ensure smooth platform adoption and setup

Analyze customer usage data and engagement patterns to identify optimization opportunities and recommend best practices for platform utilization

Own and manage a prioritized queue of support tickets, ensuring timely resolution within established service level agreements

Act as a trusted technical advisor during product demonstrations and proof-of-concept engagements for prospective Braze customers

Maintain proactive and regular communication with account managers to keep clients fully informed of support progress and next steps

Requirements

Bachelor's degree in computer science, information technology, or a closely related technical discipline from an accredited institution

Three to five years of hands-on experience in technical support, customer success, or a comparable client-facing technology role

Demonstrated track record of working directly with marketing automation platforms or customer engagement technology products in a professional setting

Solid understanding of REST APIs, webhooks, callback mechanisms, and fundamental data pipeline architecture concepts and terminology

Strong written and verbal communication skills in English, with the ability to explain technical concepts clearly to non-technical stakeholders

Willingness and ability to align working schedule with Tokyo standard business hours for effective collaboration with the local team

Practical experience writing SQL queries and performing data analysis to troubleshoot customer data and integration issues independently

Proven capability to manage multiple active client accounts at once while maintaining high standards of responsiveness and quality

Nice to have

Familiarity with mobile SDKs, in-app messaging frameworks, and push notification delivery systems used in modern engagement platforms

Hands-on experience with A/B testing methodologies, personalization engines, and dynamic content optimization within marketing technology stacks

Working knowledge of GDPR, data privacy regulations, and compliance requirements relevant to the Asia-Pacific business region

Prior experience supporting Japanese-speaking clients or having worked in a Tokyo-based office environment with multicultural teams

Industry-recognized certifications in cloud computing platforms such as Amazon Web Services or Google Cloud Platform

A background in software engineering or application development that provides deeper insight into the technical needs of customers

Skills & tools

Braze customer engagement platform including its full suite of products and associated modules for messaging and analytics

REST API design principles and webhook integration management for connecting external systems with the Braze platform

SQL and relational database querying skills used for troubleshooting customer data issues and validating integration payloads

Marketing automation workflow configuration and campaign orchestration across email, push, in-app, and web channels

Customer relationship management systems and CRM platforms commonly used alongside engagement tools in modern marketing stacks

Ticketing and issue-tracking support platforms such as Zendesk, Jira, or equivalent tools for managing customer cases

Data pipeline monitoring and integration testing frameworks used to validate real-time event ingestion and campaign triggers

Practical notes

This position is based in Braze's Tokyo office and requires regular on-site presence during standard business hours each week

The Senior Technical Support Specialist reports directly to the Technical Support Manager and works as part of the Tokyo-based support team

Standard business hours apply, with occasional schedule flexibility needed to accommodate global client needs spanning multiple time zones

Braze provides a supportive team environment with access to ongoing professional development resources and internal training programs