Customer Solutions Analyst II
Serve as a technical escalation point for complex ZoomInfo product issues, independently resolving API, integration, and CRM sync problems while mentoring junior staff and building internal enablement resources. Requires 4+ years in B2B technical support or support engineering.
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.
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