Customer Solutions Analyst II
Core
Serve as a primary escalation point for complex technical issues within the ZoomInfo product suite, independently diagnosing problems and building internal enablement resources.
Role type
Senior IC Customer Solutions Analyst (Technical Support)
Builds
Internal knowledge base articles, troubleshooting playbooks, support runbooks, and scalable documentation for the broader support organization.
Domain
B2B SaaS / Go-To-Market Intelligence / Data Enrichment
Deliverable
client delivery
Required skills
Troubleshooting complex technical issues (APIs, integrations, data pipelines, CRM platforms), browser developer tools, network traffic analysis, log interpretation, SQL/data querying, cross-functional collaboration, documentation writing
Preferred skills
Experience with ZoomInfo products, familiarity with data enrichment/intent data platforms, experience writing support playbooks, proficiency in SQL, experience with ticketing platforms (Zendesk, Salesforce Service Cloud), mentoring junior staff
Technologies
ZoomInfo, Salesforce, HubSpot, Zendesk, Salesforce Service Cloud, SQL, HAR files, browser dev tools
Responsibilities
Own deep subject matter expertise within a set of ZoomInfo products, independently manage a queue of complex high-priority support cases, lead the development and maintenance of internal knowledge base articles, identify recurring issue patterns and build scalable resources, mentor and support junior team members, serve as the voice of the customer by synthesizing support trends
Seniority
Senior, hands-on IC