Technical Systems Analyst

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.

The Global Services and Support (GSS) Strategy & Operations (S&O) team strives to protect the investment in our Services and Technical Support teams by ensuring they have the insight, tools, and processes they need to run effectively. As a Technical Systems Analyst on this growing team, you will have the opportunity to shape the underlying systems, processes, and business data to scale and accelerate the GSS business at Braze over the coming years. The responsibilities include Salesforce system improvement design and testing, continuous review of operational activities related to existing functionality and processes to help support the business and overcome any errors or roadblocks they encounter. This is a cross-functional role involving both business and technical strands that require a strong sense of ownership and drive.

This person will initially work on a broad range of operational tasks and projects and provide support to stakeholders across all GSS divisions, with the opportunity to specialize as we grow. You must be comfortable with technical concepts within Salesforce, possess a problem-solving mindset, and be excited by the thought of important process-driven and technical issues in a high-growth environment.

WHAT YOU’LL DO

• Execute operational tasks (proactively and reactively) in relation to existing processes and identify opportunities to evolve processes, frameworks, and tools focusing on improving efficiency, change management, automation, and scalability
• Action stakeholder requests that relate to our Certinia PSA system, contribute towards process design, and participate in initiatives with our Salesforce Admin team on the deployment of new functionality
• Maintain enablement documentation to keep new GSS hires, management, and employees up to date on systems, operational procedures, and processes
• Assist with executing and developing user acceptance testing scripts designed to enhance or deploy new processes, tools, or technologies
• Work with the Senior Operations Manager on actively reducing the backlog of Certinia and Salesforce requests, work alongside Salesforce Administrators and other Braze Operations teams on user licensing and provisioning, solving end-user issues with existing functionality, and testing of enhancements and upgrades within Salesforce and Certinia
• Provide support on new systems initiatives, data updates, or migration activities as necessary
• Work with the GSS Insights & Analytics Manager to develop and maintain various reports and dashboards to monitor and optimize the GSS business in partnership with divisional leadership
• Helps ensure data is entered and reflected properly within our Salesforce, Certinia, and other systems in GSS
• Work with others in the Strategy and Operations team to determine where significant efficiencies can be built using workflow automation tools
• Align with technical project management philosophies (such as agile methodology) to ensure communication and process adherence across task and project lifespans. This may include working closely with others on small technical projects (in conjunction with the GSS S&O Programs team) and helping to create technical designs, workflows, and deliveries as well as identifying relevant communications to stakeholders
• Collaborate with cross-functional teams such as Customer Success, Growth, and other GSS divisions to ensure alignment and effective execution of initiatives

WHO YOU ARE

You’re deeply passionate about solving problems and making things better -- and have a knack for translating business requirements into technical requirements. You’re looking for an opportunity within a fast growing organization to help internal teams reach their fullest potential and deliver best-in-class technical solutions to customers at scale through actionable insights and fit-for-purpose systems.

• 2+ years of relevant experience in an Operations role, preferably Professional Services or Technical Support at a SaaS company
• You’re deeply passionate about solving problems and making things better, and you have a knack for translating business needs into technical requirements. You’re looking for an opportunity within a fast-growing organization to help internal teams reach their fullest potential so they can deliver best-in-class technical solutions to customers at scale through actionable insights and fit-for-purpose systems
• You have excellent written and verbal communication skills; you can communicate complex topics with simple language. You’re able to clearly articulate questions and progress updates as you work through tasks assigned to you
• You possess a results-oriented mindset; a methodical approach to identifying challenges, measuring impact, and strong ownership in tracking metrics and outcomes
• You are analytically driven with spreadsheet expertise and you are comfortable handling complex tabular data sets
• You have a strong work ethic and take initiative driving efficiencies and streamlining operations
• You must have solid experience working with Salesforce systems, specifically Salesforce Lightning experience, as well as task management or project management systems
• Experience working with a PSA tool (ideally Certinia) would be a strong differentiator
• Familiarity with tools such as Google Suite, Slack, Jira, and Tray.ai are a plus
• Understanding of Business Analysis, including requirements gathering, process mapping, and stakeholder management, would be useful as your Braze career progresses
• You work well with others and are able to influence and align multiple stakeholders towards a common goal
• Your attention to detail is impeccable

WHAT WE OFFER

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

From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

• 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 tuition reimbursement
• Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
• 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 a leading customer engagement platform that powers lasting connections between consumers and brands they love. 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 and Singapore. We ranked #3 on Great Place to Work UK’s 2024 Best Workplaces (Large), #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), #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). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and 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.

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.