Platform Support Engineer

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 Platform Support Engineers (PSEs) are the first line of defense in ensuring the health and availability of Braze’s platform and systems. As part of a global triage team, they actively monitor system performance, respond to alerts, and execute runbooks, SOPs (Standard Operating Procedures), and MOPs (Maintenance Operating Procedures) to address operational issues. Braze operates at a massive scale with over 3.3 billion monthly active users across our customers, collecting hundreds of billions of data points each month and sending billions of messages to end-users daily. We use a diverse technology stack rooted in Ruby on Rails, MongoDB, Redis, Kafka, Kubernetes, and more. The Braze Operations Team optimizes our response mechanisms by centralizing triage and monitoring responsibilities. It allows our other engineering teams to focus on what they do best while we do what we do best. As a Platform Support Engineer at Braze, you will focus on maintaining uptime and reliability, collaborating with engineers to escalate complex issues, and contributing to continuously improving operational processes. Main responsibilities: Active System Monitoring: Use monitoring tools (e.g., Datadog, Prometheus, or similar) to observe the health of platform systems and services continuously Proactively identify and respond to performance anomalies, outages, or unusual system behavior Maintain awareness of ongoing incidents and collaborate with relevant teams to ensure timely resolution Incident Response and Triage: Act as the first responder to system alerts, determining the severity and scope of issues Execute predefined runbooks, SOPs, and MOPs to mitigate incidents and restore services When incidents exceed the scope of triage procedures, escalate issues to appropriate engineering teams (e.g., SREs or Platform Engineers) Operational Procedures: Follow and improve operational processes for incident management, system health checks, and routine maintenance tasks Maintain and update runbooks, ensuring accuracy and relevance to current systems and practices Participate in post-incident reviews to improve documentation and operational readiness Collaboration and Communication: Provide clear, concise communication during incidents, ensuring stakeholders know the status and progress of the resolution Collaborate with SREs, Platform Engineers, and other teams to enhance monitoring, alerting, and operational tools Actively participate in training sessions to stay current on new systems and tools introduced by engineering teams Continuous Improvement: Identify monitoring, documentation, and procedure gaps and suggest improvements to enhance efficiency and effectiveness Assist in testing new runbooks, tools, and processes to improve incident response times Contribute to the automation of routine tasks to reduce manual toil WHO YOU ARE Experience: 1-3 years of experience in technical operations, system administration, or entry-level cloud engineering roles Familiarity with cloud platforms (AWS, GCP, Azure), kubernetes, and basic computing, storage, and networking concepts Experience with monitoring and alerting tools (e.g., Datadog, Prometheus, Grafana) is a plus Skills: Strong troubleshooting and problem-solving skills, with the ability to follow processes and escalate appropriately Proficiency in scripting or automation tools (e.g., Python, Bash) is a bonus Familiarity with incident management processes and ITIL best practices Mindset: Detail-oriented and committed to maintaining system health and uptime Eager to learn and grow, with a passion for operational excellence Collaborative and communicative, able to work effectively in a global, distributed team #LI-Hybrid 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® ABOUT BRAZE Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo. 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.