Technical Support Engineer II

Introduction to Demandbase: 

Demandbase helps B2B companies hit their revenue goals using fewer resources. How? By using the power of AI to identify and engage the accounts and buying groups most likely to purchase. Our account-based technology unites sales and marketing teams around insights that you can understand and facilitates quick actions across systems and channels to deliver big wins. It’s flexible, scalable ABM built for you.

As a company, we prioritize both the advancement of careers and the development of world-class technology. We invest heavily in people, our culture, and the communities around us. We have offices strategically located in San Francisco and New York in the US, and Hyderabad, in India and we embrace a hybrid work model in these regions. Outside of these areas we offer a remote work option and boast a significant presence in Austin, TX, Atlanta, GA, and London, UK. Continuously lauded as a great place to work, we are Great Place to Work Certified, and have earned distinctions such as "Fortune's Best Workplaces in the Bay Area,"Best Workplaces in Technology," "Best Workplaces for Millennials," and "Best Workplaces for Parents"!

We're committed to attracting, developing, retaining, and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we're increasingly capable of achieving our mission to transform the way B2B companies go to market. We encourage people from historically underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

About the Role:

As a Technical Support Engineer II at Demandbase, you will play a key role in helping customers resolve technical challenges by leveraging your troubleshooting skills and technical expertise. This position is ideal for individuals who have completed a coding bootcamp, are early in their software engineering career, or are looking to grow their technical skill set in a customer-facing role. It’s an excellent opportunity to gain hands-on coding and problem-solving experience while advancing your career within a fast-paced, innovative company.

The base compensation range, not including bonus, for this role is: $63,000 - $110,000 

What you’ll be doing:

• Provide timely, expert technical support to customers, primarily via email, ensuring a seamless experience.
• Triage and prioritize incoming cases, proactively solving issues and escalating when necessary to ensure visibility and resolution.
• Own customer issues end-to-end—from initial troubleshooting and root cause analysis to resolution and follow-up.
• Communicate effectively with internal teams and customers, setting clear expectations and providing timely updates.
• Serve as the point of contact for escalations, ensuring customer issues are resolved quickly and efficiently.
• Document bugs and technical issues in Jira and collaborate closely with Product and Engineering teams to ensure resolution.
• Identify opportunities to improve internal processes, develop troubleshooting documentation, and contribute to team knowledge bases.
• Provide insights and feedback to the Training and Documentation teams to address recurring issues proactively.
• Collaborate with the Engineering Data Team to ensure data quality and act as a critical feedback loop for continuous improvements.
• Think creatively to improve processes and explore new approaches to enhance customer satisfaction and operational efficiency.

What we’re looking for:

• Technical troubleshooting experience with programming languages like JavaScript, Scala, Python, and SQL.
• 2+ years of experience in a technical support role, preferably at a data-intensive or SaaS company.
• Proven ability to facilitate communication between customer-facing and technical teams.
• A track record of delivering outstanding service, particularly to high-profile customers.
• Familiarity with CRM platforms such as Salesforce, Dynamics, or HubSpot (a plus).
• Experience with web marketing, analytics, or AdTech (a plus).

Traits for Success in This Role:

• Strong problem-solving skills and the ability to remain calm, patient, and persistent in high-pressure situations.
• Ability to manage multiple tasks and projects simultaneously while maintaining a positive, proactive attitude.
• A highly adaptable mindset, with the flexibility to navigate a rapidly evolving business environment.

Why This Role?

At Demandbase, you’ll have the opportunity to work at the forefront of Account-Based Marketing (ABM) technology while developing your technical expertise and problem-solving skills. This role offers a wealth of opportunities for growth and advancement in a supportive, collaborative environment.

Benefits:

We offer a comprehensive benefits package designed to support your health, well-being, and financial security. Our employees enjoy up to 100% paid premiums for Medical and Vision coverage, ensuring access to top-tier care for you and your loved ones. In addition, we provide a range of mental wellness resources, including access to Modern Health, to help support your emotional well-being. We believe in a healthy work-life harmony, which is why we offer a flexible PTO policy, 15 paid holidays in 2025—including a three-day break around July 4th and a full week off for Thanksgiving—and No Internal Meetings Fridays to give you uninterrupted time to focus on what matters most. For your financial future, we offer a competitive 401(k) plan, short-term and long-term disability coverage, life insurance, and other valuable benefits to ensure your financial peace of mind.

Our Commitment to Diversity, Equity, and Inclusion at Demandbase

At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis.

We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role, we encourage you to apply!

We acknowledge that true diversity and inclusion require ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.

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