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Senior Manager, Technical Support



IT, Customer Service
Bucharest, Romania
Posted on Tuesday, October 3, 2023

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.


As a Senior Manager you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers. You will be directly managing a team of individuals and leaders, with plans to hire additional team members as our business continues to grow. You will be responsible for interviewing, hiring, training, growing and retaining employees. You’ll also focus on planning, assigning, and directing their daily work activities. You will coach and lead employees and will encourage employee contribution. You will be responsible for 1:1s, goal setting, feedback, and career development planning for your team.

A big part of your role will be to help implement our global processes across the team to ensure world-class support to our customers. You’ll also take responsibility and pride in helping to grow and develop the amazing support team members across the region. You will act as a regional escalation manager for critical issues, ensuring they get resolved quickly and successfully through a coordinated, process-driven approach.


You have previous team lead experience or have directly managed a team. People say you’re a great communicator and top-tier problem solver. You have exemplary written and verbal communication skills with unparalleled follow-up skills. You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help. You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day. You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too. You enjoy leading the charge, helping others to achieve their best. You thrive in fast-paced, pressure-intensive situations and are able to lead by example for your team.


  • 3-5 years experience in management overseeing a technical support organization, which supports complex technical products (preferably a SaaS B2B support team)
  • Experience handling complex, time-sensitive technical support issues
  • Amazing people management skills - known for being a great leader
  • Excellent written and spoken communication skills coupled with a customer-centric attitude
  • An aptitude for building a growth-oriented, supportive culture within the team
  • Experience working with decentralized organizations in which your partners and teammates are located outside of your own regional location and timezone
  • Ability to manage critical customer-facing escalations and communicate effectively to internal and external stakeholders until the issue is fully resolved
  • Attention to detail that allows for documentation of work and the following of process that allows for standardization across our Global teams
  • Prior experience with hiring and onboarding new team members with applicable skills to grow, scale a team and retain talent
  • Has a knack for synthesizing complex ideas and communicating them in a way others can easily understand
  • Strong knowledge of case management processes (Issue Resolution Process, Escalation Management, Knowledge Centered Support)
  • Immense experience of Case Management tools like Salesforce, Zendesk or similar CRM ticketing systems
  • Bonus:
    • Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
    • Programming skills (Ruby, Mongo, JavaScript, etc.)


From comprehensive benefits to remote availability to flexible time off, we’ve got you covered so you can prioritize work-life harmony.

  • Competitive compensation that includes 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
  • Dog-friendly offices and remote availability across many global locations
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteerism Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work®

Details of these benefit plans will be provided if a candidate receives an offer of employment. Benefits may vary by location.


Braze (Nasdaq: BRZE) is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #1 on Great Place to Work UK’s 2023 Best Workplaces (Medium), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #5 on Fortune’s 2022 Best Workplaces for Millennials in the US, #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large), and were named as a Top Achiever on Great Place to Work UK’s 2023 Best Workplaces in Tech.

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

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.