Software Engineer, Customer Experience

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 Software Engineer, Customer Experience, you will be a part of the most technical team within Braze's Go-to-Market organization – Global Technical Support Engineering. As such, you'll function as the primary technical escalation point for a wide array of customer-facing teams, including Sales, Customer Success, and Technical Support. Drawing upon your software engineering skills, as well as in-depth knowledge of Braze's code base and product functionality, you will investigate and resolve highly technical, escalated customer issues. Additionally, you'll review customer SDK integration code, build custom data export and migration scripts according to customer specifications, and answer complex, nuanced product behavior and bug confirmation questions.

Beyond interfacing with Go-to-Market teams, you'll also closely collaborate with the Product Engineering team, serving as a nexus between the two organizations. In this capacity you will acquire mastery over one or more high impact product areas, and apply it to a variety of ends: building internal tools, fixing bugs, reviewing code written by your peers, and resolving highly complex technical support inquiries typically suited to Product Engineering. Furthermore, you will be a key advisor to the Product team, identifying recurring customer issues and developing product solutions to those issues, thereby reducing support ticket volume and improving the product, as well as the customer experience.

Lastly, you'll have the opportunity to share the engineering knowledge gleaned from your work with Product Engineering, crafting in-depth technical troubleshooting guides and knowledge articles, as well as leading the technical enablement of various customer-facing teams, including Technical Support, Technical Account Management, and Solutions Architects.

Who You Are

• BS in Computer Science (or equivalent coding bootcamp or technical experience)
• 2-3 years of professional (or equivalent) experience developing and optimizing web and/or mobile applications, with a focus on performance and scalability
• Strong understanding of distributed systems, data structures and algorithms
• Professional (or equivalent) experience with any of: Ruby, Rails, Swift, Objective-C, Java, or Kotlin
• Professional (or equivalent) experience with APIs, HTML, CSS, and JavaScript
• 2-3 years of experience supporting technical products, preferably within a SaaS B2B environment
• Proficiency in utilizing case management tools, such as Salesforce or Jira Service Desk, to efficiently manage and resolve escalated customer issues
• Excellent written and verbal communication skills, with a talent for synthesizing complex ideas into clear, understandable terms for diverse audiences
• Outstanding organizational skills, including the ability to thrive in a fast-paced, high-volume environment with shifting priorities – multitasking and performing under pressure are a must
• Exceptional analytical, troubleshooting, and problem-solving capabilities
• Self-starter with a strong sense of intellectual curiosity, thriving in collaborative team settings to tackle challenges
• Experience providing technical mentorship
• Ability to be part of an "on call" after-hours rotation team

• Bonus:

• Experience with any of: MongoDB, PostgreSQL, Redis, Sidekiq, React, or TypeScript

• Experience with any of: Postman, Snowflake, or Kibana
• Experience with Agile processes

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.

Benefits
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 allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In's Best Places to Work. In 2024, we were included in U.S. News & World Report's Best Companies to Work For (Top 10%) and recognized in Great Place to Work's Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.

Additionally, we were featured in Great Place to Work UK's Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.

You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

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.

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.