• Provide technical support, troubleshooting and issue resolution to our customers via email, phone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues. • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with Peers, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers. • Evaluate, identify, and escalate platform bugs and issues as they are encountered. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Customer Success Managers, Account Managers and Implementation Engineers to ensure the success of our new customers as they transition into the day-to-day use of our product. • Develop and maintain knowledge base articles to increase shared knowledge among the entire Support Engineering team. • Collaborate with peers on projects aimed at improving the customer and Support Engineering operations.

• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues. • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers. • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product. • Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team. • Collaborate with peers on projects aimed at improving the customer and support engineer experiences.

• Provide second-level support with a focus on our EMEA and APJ-based customers • Help resolve customers’ most pressing technical issues • Take ownership of customer cases and troubleshoot customers’ issues • Support our customers in making the most of our products • Work on projects either within/with other teams to create a company-wide impact

Title: Technical Support Specialist Location: Bucharest, Romania Job Description: 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 Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience. 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, and technically sound resolutions and suggestions. - Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices - Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes. - Collaborating effectively with your own team members, 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 while actively documenting and sharing knowledge to elevate teammates and customers. Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role. WHAT YOU HAVE - 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments. - A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience. - 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 with the ability to translate complex concepts into clear, understandable 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; 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 while being 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 to tackle challenges. For candidates based in the Romania the pay range for this position at the start of employment is expected to be between 115.200 RON and 162.900 RON/year with an expected On Target Earnings (OTE) between 128.000 RON and 181.000 RON/year (including bonus or commission). The split between the base and bonus/commission for this role is 90/10. Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company. WHAT WE OFFER Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country 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® - 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.