Technical Support Engineer II

Summary

Join Demandbase as a Technical Support Engineer II and play a key role in resolving customer technical challenges. Leverage your troubleshooting skills and technical expertise to provide timely and expert support primarily via email. This role is perfect for those early in their software engineering career or looking to grow their technical skillset in a customer-facing environment. You will own customer issues end-to-end, communicate effectively with internal and external teams, and contribute to process improvements. Demandbase offers a competitive salary, comprehensive benefits, and a supportive, collaborative work environment.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Familiarity with CRM platforms such as Salesforce, Dynamics, or HubSpot
• Experience with web marketing, analytics, or AdTech

Benefits

• Up to 100% paid premiums for Medical and Vision coverage
• Range of mental wellness resources, including access to Modern Health
• Flexible PTO policy
• 15 paid holidays in 2025—including a three-day break around July 4th and a full week off for Thanksgiving
• No Internal Meetings Fridays
• Competitive 401(k) plan
• Short-term and long-term disability coverage
• Life insurance