Customer Solutions Analyst II

Technical Expertise & Specialization

• Own deep subject matter expertise within a set of ZoomInfo products, serving as the primary escalation point for complex issues.
• Maintain broad working knowledge of the full ZoomInfo product suite to support customers across all product lines and provide seamless cross-functional assistance.
• Understand how ZoomInfo products fit into customer tech stacks, including complementary and competing external technologies.
• Proactively monitor product releases, beta updates, and internal roadmaps to stay ahead of platform changes and communicate impacts to the support team.
• Troubleshoot advanced technical issues including API and integration failures, data quality discrepancies, CRM sync errors, and browser/network-level anomalies using tools such as dev tools, HAR files, and log analysis.

Customer Support & Resolution

• Independently manage a queue of complex, high-priority support cases from triage through resolution, ensuring timely and accurate outcomes.
• Deliver clear, empathetic, and technically precise communication to customers at all levels.
• Partner with teams across Product and Engineering teams to escalate, reproduce, and resolve product defects or configuration issues.
• Consistently meet or exceed key performance indicators including CSAT scores, response time, and knowledge base development targets.

Enablement, Collaboration & Internal Impact

• Lead the development and ongoing maintenance of internal knowledge base articles, troubleshooting playbooks, and support runbooks for use across the broader team.
• Identify recurring issue patterns and proactively build scalable resources — including documentation, decision trees, and training materials.
• Drive the adoption of new internal tools and workflows, acting as a champion for process improvements that increase team efficiency and consistency.
• Mentor and support junior team members by sharing technical knowledge, reviewing case handling, and contributing to onboarding programs.
• Serve as the voice of the customer by synthesizing support trends and surfacing actionable product feedback to Product and Engineering stakeholders.
• Participate in cross-functional initiatives including product beta testing, release readiness reviews, and internal enablement sessions.
• Collaborate with the Customer Success and Sales teams to ensure a seamless customer experience across the post-sale journey.

Requirements

• 4+ years of experience in a technical support, support engineering, or similar customer-facing technical role in a B2B software environment.
• Demonstrated ability to troubleshoot complex technical issues involving APIs, integrations, data pipelines, or CRM platforms (Salesforce, HubSpot, etc.).
• Strong proficiency with browser developer tools, network traffic analysis (HAR files, etc), and log interpretation.
• Excellent written and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
• Proven track record of taking initiative — independently identifying problems, building solutions, and driving improvements without being directed.
• Ability to manage multiple high-priority projects simultaneously with strong organizational skills and attention to detail.
• Collaborative mindset with experience working cross-functionally with internal teams to drive issue resolution.

Preferred Qualifications

• Prior experience using or supporting ZoomInfo products.
• Familiarity with data enrichment, intent data, or B2B sales intelligence platforms.
• Experience writing internal documentation, knowledge base content, or support playbooks.
• Proficiency in SQL or data querying for troubleshooting data-related issues.
• Experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar.
• Background in mentoring or training junior support staff.

Compensation & Benefits

• $49,000—$77,000 USD base salary.
• Comprehensive Medical, Dental, Vision.
• Eligibility for Future Equity Awards.
• 401k Matching (50% of the first 7% of your contribution).
• 12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers.
• Family forming benefits up to $20k, plus discounts on a Care.com membership.
• Virgin Pulse Wellness Program.
• Optional add ons such as pet insurance, legal service support, and more.