Customer Support Engineer

Demandbase

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/26/2021
  • Website: demandbase.com
  • Company Address: 680 Folsom Street Suite 400, San Francisco, CA, 94107

About Demandbase

The biggest and fastest growing companies in the world rely on Demandbase to drive their Account-Based Marketing strategies and maximize B2B marketing performance. We pioneered the ABM category nearly a decade ago, and today we lead the industry as an indispensable part of the B2B tech stack.

Job Description

Our success depends on our ability to create a diverse, equitable and inclusive environment. 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 living out our mission and providing real insight from our products to support our customers. We encourage people from underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

The world’s largest and fastest-growing companies such as Accenture, Adobe, DocuSign and Salesforce rely on Demandbase to drive their Account-Based Marketing strategy and maximize their B2B marketing performance. We pioneered the ABM category nearly a decade ago, and today we lead the category as an indispensable part of the B2B MarTech stack. Our achievements and innovation would not be possible without the driven and collaborative teams here at Demandbase. As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture and the community around us, and have continuously been recognized as one of the best places to work in the Bay Area. 

About the role:

As a Customer Support Engineer at Demandbase, you will address inbound issues that customers are having using your expertise in technical troubleshooting, JavaScript, and SQL.

This is a role for people who have either recently graduated from a coding bootcamp or are just starting out in their career as a software engineer. This is an excellent role to gain coding experience with a wealth of opportunity for advancements in your career. 

Please note that due to the COVID-19 pandemic, the Demandbase offices will be closed for the foreseeable future and all positions are remote until further notice.

What we’re looking for:

  • Solid technical troubleshooting background with JavaScript and SQL experience
  • 2+ years in a technical support role at a data-intense company
  • Experience facilitating between customer-facing and technical teams
  • Proven experience delivering excellent service to high-profile customers.
  • Web marketing, Analytics, AdTech and CRM experience a plus.
  • Salesforce/Zendesk experience is a plus 

A few traits that will be helpful to achieve success in this role:

  • Ability to handle high-pressure customer engagements with poise, patience, and persistence.
  • Ability to handle multiple projects simultaneously while maintaining a positive & optimistic attitude.
  • Flexible thinking. We’re looking for highly adaptable people to help us continue to grow this fast-evolving business. 

What you’ll be doing:

  • Delivers timely support to customers mostly via email 
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
  • Clearly communicate and set expectations with key stakeholders
  • Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Collect information and document bugs (in Jira) for product issues that are impacting customers
  • Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread
  • Create internal process or troubleshooting documentation
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
  • Works with the Engineering Data team to ensure data quality, providing a vital feedback loop to continually improve the database 

 

Benefits: 

Our benefits include 100% paid for Medical, Dental and Vision for you and your entire family, short-term/long-term disability, life insurance, flexible vacation policy and 401K. Due to the COVID pandemic the Demandbase offices are closed for the foreseeable future. When the office reopens, we also offer commuter benefits, free snacks, catered lunch every Friday, chair massages, weekly yoga and much more! 

More About Demandbase:

Demandbase is the leader in Account-Based Marketing (ABM) and an indispensable part of the B2B tech stack. The company offers the only end-to-end ABM platform that helps B2B marketers identify, win and grow the accounts that matter most. The biggest and fastest growing companies in the world, such as Accenture, Adobe, DocuSign, GE, Salesforce and others rely on Demandbase to drive their ABM strategy and maximize their marketing performance. The company has been named to the JMP Securities list “The Hot 100: The Best Privately Held Software Companies,” the Deloitte Fast 500 and named a Gartner Cool Vendor for Tech Go-To Market. In 2019, Demandbase executives authored the definitive book on ABM, Account-Based Marketing: How to Target and Engage the Companies That Will Grow Your Revenue. For more information, please visit www.demandbase.com or follow the company on Twitter @Demandbase.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.