Manager, Technical Support
As a Manager in our Global Technical Support team, you will lead a local team of support agents dedicated to fostering strong post-sale technical relationships with our customers. Your primary responsibilities include ensuring your team meets key performance indicators (KPIs), conducting regular one-on-one meetings, providing constructive feedback, and developing career progression plans. You will also oversee the hiring and onboarding processes, ensuring the team is equipped to handle customer needs effectively.
In this role, you will mentor and guide your team to enhance their performance by instilling a growth mindset and sharing your technical expertise. You will serve as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions. Additionally, you will advocate for and maintain team standards, identify challenges, and implement effective strategies to overcome them.
The ideal candidate will have 2-4 years of management experience in a technical support organization, preferably within a SaaS B2B environment. You should possess a proven track record in leadership and talent development, including recruiting, motivating, and mentoring high-performing teams. Strong written and verbal communication skills are essential, along with the ability to manage critical customer-facing escalations and collaborate with partners and team members across diverse regions and time zones.
Braze offers competitive compensation that may include equity, flexible paid time off, comprehensive benefit plans covering medical, dental, vision, life, and disability, and professional development opportunities supported by formal career pathing and learning platforms. We also provide family services, including fertility benefits and equal paid parental leave, and foster a collaborative, transparent, and fun culture recognized as a Great Place to Work®.
At Braze, we believe in the passion of our people. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony. We thrive when people add their unique perspectives to our ever-growing teams—and we strive to empower you to make an impact that fuels both you and our business.